Huawei dominates China’s contact center software market for 10th consecutive year
SHENZHEN, CHINA — Huawei has reaffirmed its dominance in China’s contact center software market, marking the tenth consecutive year it has held the top position.
The latest IDC report, China Contact Center Market Share, 2023: The Age of Intelligence, highlights Huawei’s AICC (Artificial Intelligence Contact Center) software platform as the leader in market share for 2023.
Significant market leadership and growth
According to the IDC report, the contact center software market in China reached a total value of $609.7 million in 2023.
Huawei captured an 8.9% share of this market, translating to $54.4 million in revenue. The company also led the on-premises deployment model segment with a commanding 13.8% market share.
Cutting-edge technology integration
Huawei’s AICC platform integrates advanced technologies such as voice recognition and natural language processing, as well as its proprietary Pangu large language model.
These innovations are complemented by digital human interfaces, HD video, multi-party video, and video IVR capabilities. Together, they are designed to enhance customer experiences and operational efficiencies while boosting revenue through intelligent and video-based methods.
AI-driven efficiency enhancements
The AICC platform is transforming traditional contact center operations with its automatic knowledge extraction capabilities powered by generative AI. This technology efficiently generates Q&A pairs from extensive documents, achieving a knowledge adoption rate exceeding 80%.
By transitioning from manual data collection to an intelligently generated knowledge base, the platform significantly boosts production efficiency and reduces update times from weeks to days.
Moreover, intelligent agent assistance features — such as summary generation and wording recommendations — enhance service quality by reducing average handling time (AHT) by 30%. New capabilities like intelligent quality inspection and training are poised to revolutionize cost reduction and efficiency improvements in the industry.
As Huawei celebrates a decade of leadership in China’s contact center software market, its commitment to innovation and customer satisfaction remains unwavering. The company’s advancements in AI-driven solutions set a benchmark for the industry, promising continued growth and transformation in years to come.
