ICD Customer Service 3.0

ICD Customer Service by Huawei Technologies Co., Ltd. is a customer support and contact center application designed to help organizations manage customer interactions efficiently. It centralizes inquiries from multiple channels and equips agents and supervisors with tools to resolve issues, track cases, and maintain service quality.

Key capabilities:

• Unified agent workspace to handle voice, chat, email, and messaging in one place
• Intelligent routing and queue management based on skills, priority, and availability
• Case and ticket management with statuses, notes, and escalation paths
• Built-in knowledge resources and reusable responses to speed resolutions
• Real-time dashboards and historical reports for performance and quality monitoring
• Integration options with CRM and other enterprise systems via standard interfaces
• Role-based access controls and audit trails for security and compliance
• Configurable workflows, SLAs, alerts, and notifications

Typical uses:

• Contact centers and help desks seeking to streamline operations
• Organizations delivering consistent support across digital and voice channels
• Teams that need clear visibility into service metrics and customer satisfaction

Availability and features may vary by configuration and region.

ICD Customer Service is developed by Huawei Technologies Co.,Ltd. The most popular version of this product among our users is 3.0. The names of program executable files are ICDAutoUpdate.exe, ICDSC.exe.