MWC 2025 Highlights: The Huawei AI-Powered Contact Center (AICC)

When asked about a famous pilgrimage in Spain, most people mention the iconic El Camino which ends at the Santiago de Compostela cathedral in the north of Spain. However, for those of us in the tech-industry there is another, annual pilgrimage which leads to the other side of the country - to Barcelona. Each year, thousands of technology professionals from all over the world travel to this beautiful city to join the Mobile World Conference, or MWC as it commonly referred to. In 2024, the event attracted more then 2,700 exhibitors, sponsors and partners, over 101,000 visitors from 205 countries, making it the second biggest tech event globally (after CES Las Vegas).

This year, MWC ran from February 3 to 6. As usual, Huawei was there to welcome visitors and showcase our latest solutions, technologies, products, and services. Huawei traditionally occupies the largest booth, located in Hall 1. And this year was no exception: All our technologies, products, software and services were present, as were Huawei experts to demonstrate our solutions and technologies. And of course, so was our famous invitation only coffee corner, where visitors could meet informally with Huawei staff or just sit and enjoy some refreshments.

Next-gen contact center: The AICC

One of the solutions presented during MWC was the Huawei contact center software platform, AICC. 

Huawei has been in this industry for almost 30 years, starting with a PBX-based call-center, which we followed with our contact center solution and then our IP-based contact center solution IPCC. With the integration of AI, our AI-based contact center AICC is our latest iteration in the CC domain. Offering customers a vast suite of features and functionality, the solution provides a superior customer experience, productivity and quality improvements, and flexible deployment options. On the front-end, AICC offers integrated video capabilities that allow the customer and agent to communicate via video, plus a video-based avatar capability that can help guide the customer. The AI also helps in the backend, including automatic FAQ generation from the knowledge base, efficient agent (re)scheduling, automated quality management, and agent Copilot. 

Thanks to the open architecture and tools, customers can conveniently modify the solution to suit their particular requirements. And the built-in marketing features can transform the contact center from a cost center into a profit center. With AICC the customer contact center is elevated to the next level, and visitors of the Huawei booth enjoyed a demo of the AICC solution. Besides AICC, MWC 2025 offered the opportunity to also experience other software solutions such as Mobile Money and ISDP. 

Highlights from MWC Barcelona 2025:

Huawei ISDP is a digital field service platform that is focused on managing field service activities. By leveraging intelligent planning & scheduling, seamless video communication, model standardization, intelligent online inspection, and connecting with smart digital equipment, Huawei ISDP helps to improve the service efficiency, quality and security. Huawei ISDP platform is currently widely used in multiple industries such as mines, power, transportation, manufacturing, urban services.

Based on the rapid development of AI, our customers are experiencing new and complex challenges, for which Huawei is providing fast and reliable solutions. Huawei’s products and services leverage the possibilities that AI can offer, to make our technology more intelligent, efficient, secure, and reliable. 

Learn more about the Huawei AICC solution.

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Disclaimer: Any views and/or opinions expressed in this post by individual authors or contributors are their personal views and/or opinions and do not necessarily reflect the views and/or opinions of Huawei Technologies.