According to the recently released IDC report China Contact Center Market Share, 2023: The Age of Intelligence (Doc#CHC51734724, November 2024), Huawei had the top market share in China's contact center software industry in 2023 with its AICC (Artificial Intelligence Contact Center) software platform. This marks the 10th consecutive year in which Huawei ranked first.

Huawei topped the market share in China's contact center software industry

According to the IDC report, in 2023, the total market size for contact center software in China reached $609.7 million, among which Huawei holds a 8.9% market share ($54.4 million), ranking No. 1. Huawei also topped the market share for the on-premises deployment model in China’s contact center industry, with a market share of 13.8%.

Huawei AICC integrates advanced technologies such as voice recognition, natural language processing, Huawei’s Pangu large language model, digital human, HD video, multi-party video, and video IVR. It utilizes intelligent and video-based methods to enhance the customer experience, improve operational efficiency, and increase revenue. The solutions are constantly being perfected.

Based on the automatic knowledge extraction capability of generative AI, Huawei AICC accurately generates Q&A pairs from massive documents to construct efficient FAQs, achieving a knowledge adoption rate of over 80%. From the traditional manual collection model to the intelligently generated knowledge base, Huawei AICC greatly improves the production efficiency of the knowledge base and shortens the update period from weeks to days. Leveraging the intelligent agent assistance features of large models (such as summary generation, wording recommendations, and case filling), Huawei AICC comprehensively improves service quality, reducing AHT (Average Handling Time) by 30%. New capabilities enhanced by large models, such as intelligent quality inspection and intelligent training, will revolutionize cost reduction and efficiency improvement in the contact center industry, boosting operational efficiency and service quality.

Huawei has over 30 years of experience in the contact center domain. Its customer base includes global carriers, and an increasing number of customers from various industries. Financial service companies, governments, transportation, and public utilities have already chosen the Huawei AICC solution. Up to now, Huawei AICC supports more than 700,000 agents from more than 1500 customers worldwide.