Siemens

Contact Centre Solutions

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HiPath ProCenter Agile V 7.0

For many small and medium-sized enterprises, superior customer service is a key differentiator from larger competitors. Siemens HiPath ProCenter Agile V7.0 is a cost-effective, feature rich contact centre solution designed to meet the customer service needs of small-to-medium sized enterprises and "informal" call centers up to 100 active agents.

HiPath ProCenter Agile has the flexibility to add features and functionality – whenever you are ready. A single application base ensures seamless upgrade options and allows for expansion from small to large, from simple to sophisticated and from TDM to IP while protecting your investment.

Maximizing First-Contact Resolution

HiPath ProCenter Agile's intelligent group-based routing ensures customers are connected with the best qualified agent on a contact-per-contact basis, regardless of contact medium. The multi media blended Agent Desktop provides tools and information for handling interactions more efficiently, reducing the need for follow up calls or emails and enhancing customer service quality. With integrated multimedia presence and collaboration tools, HiPath ProCenter Agile empowers agents to reach out to users anywhere in the enterprise.

Simplifying Contact Center Management

Reducing complexity in Contact Center management is key for deployments in small-and-medium sized enterprises. HiPath ProCenter Agile provides a truly unified Manager desktop, with a flexible interface and a familiar "Outlook-style" screen layout. This means faster, easier design and configuration with one integrated tool for all management functions.

Manager desktop includes;

Administration Center - users, groups, and resources are defined.
Broadcast Center – messages and real-time statistics can be displayed on wallboards, client-connected plasma displays or streamed to agent desktops.
Design Center - intelligent group based routing flows and queue processing strategies for voice and email inter-actions.
Report Center - graphical real-time and historical monitoring and reporting with key information such as agent utilization, service levels, abandon rates and average handling time for voice and email interactions.

General features

• Intelligent group-based routing for voice, email and callback contacts
• Routing, call and queue processing components include: time of day/day of week schedules, caller and email source/destination decisions, and performance level decisions.
• Integrated database
• Wallboard support
• CTI (CSTA) integration
• Multiple language support
• Supports IP, converged and TDM environments

Call Director (optional)

• Integrated IVR

Agent Desktop (optional)

Unique multimedia presence management and collaboration tools with blended multimedia desktop (incoming voice, email, callback)