Case Study: Taobao.com achieves scalable cloud contact center services with Huawei

Cloud Contact Center for Online Shopping

Taobao.com, China’s major online shopping platform, needed a scalable way to unify voice access for Tmall sellers, support a rapidly growing seller base, and integrate with multiple partners in a multi-party operating model. Huawei provided the Cloud Contact Center solution, built to connect seamlessly with Tmall, support large-scale, high-reliability operations, and enable sellers to communicate with buyers through a unified service platform.

Huawei implemented an SaaS cloud contact center using its Universal Access Platform products and an open service gateway, alongside toll-free 400 numbers, SMS-based sales, and order-system integration. The result was a flexible, cost-effective contact center ecosystem that expanded easily, supported independent seller self-service, and created a win-win model for Huawei, China Telecom, Taobao.com, and third-party partners.

Taobao.com