How Huawei IPCC Turned PiggyBank Network’s Contact Center into an All‑Media Employee Hub
This case study details how Huawei’s IP Contact Center (IPCC) platform enabled Shenzhen‑based StarNet Communications to build a unified, all‑media, multi‑channel employee work platform for PiggyBank Network, highlighting the transformation of traditional call centers, integration of diverse channels, intelligent routing, SDK‑driven services, and the resulting operational benefits.
Case Overview
Case Name: Huawei IPCC Platform Best Practice at PiggyBank Network
Source: Shenzhen StarNet Communications Technology Co., Ltd.
Industry: Public Safety
Technology Domain: Communication & Collaboration
Huawei Product: CloudCaaS
Case Description
Based on Huawei IPCC (IP Contact Center, a multimedia contact center) platform, StarNet built a one‑stop employee work platform for PiggyBank Network, delivering full‑media, omnichannel services.
Business Background
1. Traditional Call Center Transformation
System re‑integration
Adoption of new technical architecture
Redesign of employee service terminals
2. Customer Service Mode Transformation
Online migration of offline services
Evolution of traditional channels
Creation of a unified, all‑media, all‑business platform
Solution Architecture
Feature 1: Full‑Channel Multimedia Fusion
Huawei IPCC supports voice, mobile app, WebChat, WeChat Official Account, video calls and other emerging channels, providing unified services and management across all access points.
Feature 2: Intelligent Routing with Huawei CTI
CTI (Computer Telephony Integration) enables intelligent routing based on channel type, customer priority, and service type, ensuring high‑priority customers receive optimal connection rates and service quality.
Feature 3: SDK‑Based Intelligent Services
The open SDK allows integration of knowledge‑base powered intelligent bots for voice analysis and deep understanding, delivering self‑service and enabling continuous learning from human agents to improve service quality.
Client Benefits
One‑stop employee work platform
Integration with intelligent robot extensions
Full‑media, omnichannel service via Huawei IPCC
Data service bus connecting existing systems
Componentized applications for rapid iteration
Scalable capacity
Open Capabilities Utilized
Huawei IPCC’s open APIs and SDKs were leveraged for media fusion, CTI routing, and intelligent service development.
Partner Introduction
Shenzhen StarNet Communications Technology Co., Ltd., founded in 2005, focuses on multimedia fusion communication systems, with R&D centers in Shenzhen, Wuhan, and Shanghai, serving over 400 customers across various sectors.
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