HiPath Procenter Agile

Bringing Customer Satisfaction Within Reach

Siemens HiPath® ProCenter® Agile is a cost-effective, feature-rich call center software for small-to-medium sized enterprises and "informal" call centers up to 150 agents.

Features

• Intuitive agent desktops for efficiently handling voice and email interactions
• Unique presence and collaboration tools for driving first contact resolution
• Next generation, visual management tools for optimal contact center design, monitoring and reporting
• Intelligent, group-based routing and call processing, including an optional basic IVR
• Streamlined implementation for faster, easier and cost-effective deployment

HiPath Procenter Portfolio Catalogue Download

Companies face increasing pressure to fulfill higher customer expectations due to rising service level expectations. Routing, handling and management of customer contacts are crucial for offering excellent customer service to build customer loyalty.

Across multiple points of customer interaction, you want to ensure your agents are equipped with the tools to handle contacts effectively. At the same time, you want to give the managers easy-to-use tools so they can ensure superior customer service and optimum staff productivity.

Benefits

• Make unified voice and email contact handling efficient and affordable
• Enhance agent responsiveness and customer satisfaction with unique presence and collaboration tools
• Improve productivity with next generation visualization tools for Agents and Managers
• Implement easily, with modular upgrade options

Presence and Collaboration in the Contact Center

Beyond fulfilling the everyday requirements of contact center managers and agents, HiPath ProCenter Agile offers unique presence and collaboration tools. These tools help to drive first contact resolution. They also facilitate extending the customer service community beyond the boundaries of the contact center to subject matter experts anywhere in the organization.

The HiPath ProCenter Agile Agent Desktop provides contact handlers with real-time presence and availability information for their colleagues, independent of physical location-including remote or home-based users.

Also, a streamlined Associate Desktop enables experts, managers or specialists located anywhere in the company to make themselves "available" for participating in interactions to resolve a customer issue whenever necessary.

Simplify Contact Center Management

HiPath ProCenter Agile provides a Manager desktop that is unified, with a flexible interface and an easy to use screen layout. This means faster, easier design and configuration with one integrated tool for all management functions.

HiPath ProCenter Agile Email-How it Works

Analyze and Categorize Analyze email source / destination Analyze subject / body text content Analyze conversation thread ID Determine email category

Route and Handle Send confirmation or auto-reply Assign contact handling priority Enqueue for available agent Assign email tracking number Reply to customer using auto-suggest or auto-response templates

Get Agile-the most powerful yet simplified contact center solution

• A cost-effective, innovative solution
• Simple to install, manage and use
• Infrastructure independent for easy evolution to IP-telephony
• Deploy individual IP agents regardless of physical location
• Seamlessly migrate to HiPath ProCenter Standard for added features and functionality

 

HiPath ProCenter Call Director

Fully Integrated IVR for Increased Productivity and Customer Satisfaction

• Automate call answering through front-end greetings and menu prompts
• Improve routing efficiency by gathering caller inputted information
• Pass collected data to agent desktops and customer service applications
• Create simple self-service and transactional applications

If your company is receiving more and more incoming calls, you may find it difficult and costly to have a live person answer each call and direct it to the appropriate destination. And, being able to capture information from the caller's keypad to determine optimal routing is often indispensible to ensure efficient call handling.

Automated call processing provides a "frontend" for your contact center or call handling group, by automatically answering incoming calls and presenting greetings, interactive menus, prompts and intelligent messages to the caller before they are routed and queued for a live agent.

Call Director, an optional module available with HiPathTM ProCenter® Agile and HiPathTM ProCenter® Enterprise, is a fully integrated interactive voice response (IVR) system designed to enhance call handling productivity and customer service - without the high cost and complexity of integrating an external IVR.

HiPath ProCenter Call Director enables simple interactive call flows, combining digit collection from the caller with read/write access to external databases with customer data andnumber playback functionality, facilitating the execution of simple transactional and selfservice applications without involving a live agent.

HiPath ProCenter Call Director Features

• Customized initial greetings and informational messages to callers
• Multi-layer caller navigation menus and caller prompts
• Digit collection from the caller's telephone keypad (DTMF)
• Dynamic passing of collected digits to the Agent desktop or 3rd party applications (e.g. for screen pop)
• Dynamic, multi-format number playback and numbers to speech functionality
• Intelligent announcements while the caller waits in queue
• Single point of administration through the HiPath ProCenter Design Center
• Read/write access to external ODBC compliant databases
• Support for six languages (English, German, French, Italian, Spanish and Brazilian Portuguese)

Because Call Director is part of the HiPath ProCenter solution, no integration work is required to tie it into your overall call handling and routing strategy.

Call Director co-resides on one server with the HiPath ProCenter system, and uses an Interalia XMU+ or SBX voice processor device to execute audio messages and announcements.

 

HiPath ProCenter Ready Integration for Microsoft CRM

Siemens provides a certified integration of HiPath ProCenter Agile and Standard editions with Microsoft Dynamics CRM, a comprehensive software package for managing customer relationships. Businesses of all sizes can extend the rich features of the Microsoft CRM toolset with the powerful contact center functionality provided by Siemens HiPath ProCenter contact center solutions.

The customer service functions gained by the combined HiPath ProCenter solution and Microsoft CRM software facilitates faster first contact resolution through powerful CRM screen-pop and complementary telephony and call control capabilities. The prebuilt integration allows companies to improve sales success and deliver consistent and efficient customer service.

Benefits

By combining the strength of HiPath ProCenter Agile and Standard and Microsoft Dynamics CRM companies now have a wide range of benefits available to them.

• Certified pre-built integration simplifies deployment and reduces management and training costs
• Screen pop is built into call routing workflow design for optimal business process integration
• HiPath ProCenter Agent complements Microsoft CRM with call control and telephony features, call statistics, presence and collaboration tools
• Automated screen pops when incoming calls arrive that bring a customer's Microsoft CRM record to the agent's desktop automatically
• Improves customer service by matching specialized agents skill set or call routing requirements to specific customer needs
• Automatic identification of customers streamlines contact handling and provides personalized services

How it works

HiPath ProCenter Solutions with Microsoft Dynamics CRM provides agents with instant access to the most relevant Microsoft CRM screens along with each customer call.

ANI (Calller ID) or IVR inputted data is used to automatically trigger the most appropriate screen-pop of existing or new CRM forms including Contact or Lead, Case and Account.

Leveraging existing functionality within HiPath ProCenter Design Center, a Microsoft CRM screen-pop can easily be included in a routing strategy using the "Contact Data Update" node.

• Contact and Lead Screens: ANI matched against business phone, home phone, other phone, mobile phone, fax, pager
• Account screen: inputted digits match against account number or ANI matched against Main Phone, Other Phone, Fax
• Case Screen: inputted digits matched

 

HiPath ProCenter Enterprise CRM Integration for SAP

• Pre-built integration reduces deployment time and simplifies service requirements
• Provides a single, unified desktop resulting in increased agent and employee productivity
• Enables personalized customer service through automatic customer identification, increasing customer satisfaction and revenue
• Extends mySAP CRM 4.0 deployments with HiPath ProCenter Enterprise contact center capabilities

It is clear that excellence in customer service is a key priority when you consider that it can be five times more expensive to acquire a new customer than to retain an existing one. It is particularly important to meet individual customer's requirements as effectively as possible - and today, there are integrated solutions capable of doing just that. Customer relationship management (CRM) puts customers at the center of a company's activities.

HiPath ProCenter Enterprise provides a realtime customer relationship management system by extending an existing mySAP CRM infrastructure with value-added contact center capabilities. Companies can intelligently route incoming customer contacts to the agent best available to handle that request, based on agent skill set, job role, subject knowledge, customer data or business rules from mySAP CRM. Siemens HiPath ProCenter CRM Integration for SAP provides a pre-built, easy to implement realtime communication solution that enables rapid deployment of Computer Telephony Integration (CTI) functionality.

By merging mySAP CRM and HiPath ProCenter Enterprise, organizations can integrate contact center and telephony functionality directly to mySAP ICI or CIC agent interfaces for real-time communication. Companies can ensure a unified view of customer information in a single agent interface, while at the same time enabling agents to access all of the relevant sales, service, and marketing information. With the integration of a wide variety of communications media into the mySAP CRM application, it is now possible to deal with customer enquiries, problems and requirements quickly and efficiently.

The mySAP CRM integration automatically synchronizes caller information with the arrival of each customer contact. This provides real-time screen pop functionality to the agents desktop and enables agents to access customer profile and contact history. In addition, caller information can be attached to a transferred call, thus ensuring customer data is not dropped during call transfers.

Email response management tools can also be integrated into the CIC interface of mySAP CRM, providing companies with the ability to keep a consistent, real-time customer view across email and voice.

Achieving a tight level of integration could stretch the limits of even the best equipped IT department, or require hiring a system integrator. Cost and project risk go up, and time to deployment (and benefit) may be delayed. This is where the pre-built integration comes in. The HiPath ProCenter mySAP CRM integration streamlines integration for lower project costs and less risk - while providing a unified desktop for customer service agents in the contact center.

Combining an agent group and a business partner group with identified media type is referred to as a routing scenario, which can be defined by a contact center administrator. Routing scenarios can be created and deployed in real-time, thus enabling the business to quickly edit their business rules when the need arises.

Siemens and SAP have made significant breakthroughs in the area of real-time communication with this unique and unrivaled integration of CRM application and Contact Center capabilities.

Customer Case Study: AOK Sachsen

More than on-third of Germany's population is insured by AOK. With 17 state branches and more than 1,500 business offices, the healthcare company serves about 27 million people throughout all federal states. Up to 12,000 phone calls are made daily to AOK Sachsen.

Challenge & Solution

To improve customer service and reduce wait times, AOK recognized that they needed a call center. In addition to a wide range of advanced call center functionality, AOK required the call center technology to be fully integrated into the user interface of the SAP software. Using Siemens HiPath ProCenter, call center and telephony functions were integrated directly into the unified mySAP CRM desktop interface.

Benefits

• Simplified the customer service process making it easier for callers to reach customer service agents.
• Calls are intelligently routed to the correct agent - regardless of where the agent is located.
• Customer interactions are contained in the mySAP user interface on the agent desktop.
• Subject of the caller is presented to the agent's desktop.
• The callers personal insurance files are easily accessed through the SAP desktop.
• Telephony and call control functions are embedded on the SAP GUI.
• Inbound contacts and callback are presented to the agent through the mySAP interface.

 

HiPath ProCenter Enterprise CRM Integration for Siebel

• Provides unified agent view and desktop with embedded telephony controls
• Extend Siebel 7 application investments with the capabilities of HiPath ProCenter Enterprise
• Provides a low cost, pre-built integrated CTI solution
• Improves customer service by matching agents skill set to customer needs

Every day companies rely on their customer data to improve service and increase customer loyalty. For many companies, however, accessing the right data at the right time is challenging due to the high costs of integrating systems found scattered throughout the organization. Siemens HiPath ProCenter and Siebel Systems have worked together to bridge the technology gap with the creation of a validated, pre-built Computer Telephony Integration, which provides real-time integration to Siemens HiPath ProCenter Enterprise V7.0 and Siebel 7.8. Now, customers can extend their Siebel investment to provide a rich new set of customer service functionality to increase first contact resolution.

The HiPath ProCenter Enterprise Siebel Integration provides a flexible, easy to implement Computer Telephony Integration (CTI) solution that enables rapid deployment of CTI functionality for improved agent and customer satisfaction, while significantly lowering integration costs.

In addition, the combined HiPath ProCenter Enterprise and Siebel 7.8 Call Center Application eliminates the need for customers to implement any additional CTI infrastructure.

By combining the strength of HiPath ProCenter Enterprise V7.0 and Siebel 7.8, organizations now have a wide range of benefits available to them.

These benefits include:

• Increased first contact resolution with fully integrated contact management capabilities
• Agents have immediate access to Siebel customer information through an automated Screen Pop
• Leverage and extend existing investments in Siebel 7 with capabilities of HiPath ProCenter Enterprise.
• Provides call control features to allow agents to control telephony functions such as answer, hold, transfer, and conference directly from the Siebel desktop application.
• Robust, proven architecture that has been successfully deployed at numerous enterprises worldwide.

Achieving a tight level of integration could stretch the limits of even the best equipped IT department, or require hiring a system integrator. Cost and project risk go up, and time to deployment (and benefit) may be delayed. This is where the pre-built integration comes in. The HiPath ProCenter Siebel 7.8 Integration streamlines integration for lower project costs and less risk - while providing a unified desktop for customer service agents in the contact center.

Architecture

An integrated Siebel-Siemens CTI architecture consists of the Siebel client application and Siemens' CRM client. Each client software component communicates to its respective server to ensure delivery of voice interaction. The Siebel CRM integration uses the distributed Component Object Model (COM) to communicate with the Siebel client.

The Siebel 7.8 Integration transports caller details from the HiPath ProCenter Server to the Siebel application, which ensures the seamless delivery of caller information to the Siebel application desktop. In addition, customized telephony functionality is available via the Siebel CTI toolbar once the agent logs in to the Siebel application.

Customer Case Study: DekaBank

DekaBank is the leading asset manager and central financial services provider of the German Savings Banks Group. With business volume totaling more than EUR 125 billion, DekaBank is one of Germany's largest financial institutions.

Challenge & Solution

DekaBank wanted to create a single view of their customers across multiple channels, including the Internet, email, telephone, mail, and fax. In addition they required a solution product that would interface with their existing IVR and Siebel investments. Siemens HiPath ProCenter solution was selected and deployed by Siemens Professional Services.

Benefits

• Improved service while maintaining a unified view of customers
• Now all inbound inquiries are routed to the most appropriate agent, based on the agent's availability, knowledge and qualification
• Contact center employees are combined into virtual groups to which calls, faxes and email messages are intelligently routed
• Solution provided 100% accessibility to account and banking information
• Contact center is used to win new customers by providing a wide range of service support

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