HiPath ProCenter
Improve your customers’ experience and first time problem resolution
with HiPath ProCenter
Communicate with your customers in the best way possible
Your customers don’t just rate your quality of service on just one
phone call, they form an impression of your business based on their total
experience and the way they are treated throughout the relationship. That’s
why it’s important to have a solution in place that is easy to integrate,
user friendly and able to monitor and measure performance.
Our HiPath ProCenter solutions do all that and more, allowing you to interact
with customers at the highest level, improving satisfaction, increasing
revenue and loyalty and enhancing productivity. HiPath ProCenter is a set
of packaged software applications that improve the effectiveness and efficiency
of a company’s contact center operations through intelligent skills-based
routing, universal queuing, routing and tracking across all your media channelsagent
and management tools, and comprehensive reporting.
HiPath ProCenter is a multimedia system for routing, tracking and handling
customers. It gives you the advantage of intelligent routing, allowing you
to decide the most efficient way to answer each contact and ensuring that
the customer is always directed to the most qualified person to handle the
call.
Integrated with your other customer relationship management systems, will
ProCenter deliver a world class customer service experience. It is market
proven, fully scalable and can accommodate small 10 agent environments right
up to very large multi-site enterprise installations.
The most innovative contact centers are increasing First Contact Resolution
(FCR), retaining agents, and increasing customer satisfaction without regard
to physical location of resources, customers, or the legacy voice technology.
Scale and expand your operations to home-based agents, branch offices or
overflow groups and backup locations. Rather than remain ’islands
of functionality’, linked your contact center into the knowledge and
process fabric of the greater enterprise with the transformational concept
of the Open Virtualized Contact Center. You CAN break down the inflexible
physical, communications and technology boundaries of traditional site-based
contact centers.
Information and data is simplified with a single unified point for administration,
management and reporting and innovative productivity tools are also available
for administrators, supervisors and agents. The familiar framework for handling
each media type speeds up the time it takes to resolve any customer concerns
as well as increasing employee satisfaction.
HiPath ProCenter
HiPath ProCenter is a leading-edge contact center solution that helps
businesses keep pace with customers’ demands and maintain competitive
edge. The solution is easily deployable and maximizes first-contact resolution
through robust, industry leading, intelligent, skills based routing options
and presence capabilities. The end-user interface is highly useable and visual
and the solution is designed to meet the demands of a multimedia contact center.
The result is not only greater customer satisfaction, but also the most efficient
use of a contact center’s most precious resource – its agents.
Siemens’ cost-effective solution delivers:
Complete, easy to understand modular packaging and options
A unified, single application base
Streamlined implementation
Presence and collaboration tools for instant access to business expertise.
This drives up rates of first-contact customer resolution.
Intuitive, fool-proof management tools that ensure call routing strategies
are designed effectively
Innovative, easy to use desktop tools with a highly useable and visual interface
HiPath ProCenter
Which ProCenter solution is right for you?
Whatever the size of your contact center, HiPath ProCenter provides the benefits
of a unified administration console with an intuitive client desktop. HiPath
ProCenter is available in three solutions to accommodate all sizes of business:
HiPath ProCenter Agile
for up to 100 agents
HiPath ProCenter Enterprise
for up to 1,250 agents on a single system and up to
5,000 networked and load balanced
HiPath ProCenter Agile
An innovative solution for small to medium-sized contact centers and call
handling groups. The system features group-based routing for up to 100 active
agents. There is also the option to have group-based e-mail routing with
unified forwarding, queuing and reporting capabilities.
Intuitive agent desktops for efficient voice and email handling
Unique presence and collaboration tools to maximize first contact resolution
Visual management tools for enhanced monitoring and reporting
Intelligent, group-based routing and call processing
HiPath ProCenter Agile is faster, easier and more
cost-effective to set up with streamlined implementation and supports the:
HiPath 3000 communication system.
HiPath ProCenter Enterprise
A contact center solution offering advanced multimedia skills-based routing
for any enterprise supporting up to 750 active agents.
Intuitive agent desktop improves productivity
Visual management tools for enhanced monitoring and reporting
Unique presence and collaboration tools
Unified queuing and reporting for voice, e-mail, web collaboration and outbound
communications
Self-service and transaction-based IVR support
Multi-site networking support
Integration kits for Siebel and SAP
Suitable for the HiPath 3000 V5.0/6.0, HiPath 4000 V2.0/3.0, Hicom 300 V6.6
(US only) and HiPath DX V9.0. The modular design gives you the option to
upgrade seamlessly and easily from HiPath ProCenter Agile.
HiPath ProCenter Enterprise Hosted for the Open Virtualized Contact Center
A contact center solution offering advanced multimedia skills-based routing
for any enterprise supporting up to 5,000 active agents.
Intuitive agent desktop improves productivity
Visual management tools for enhanced monitoring and reporting
Unique presence and collaboration tools
Unified queuing and reporting for voice, e-mail, web collaboration and outbound
communications
Self-service and transaction-based IVR support
Networking and load balancing support for at least 5 systems on a single
HiPath 8000 SIP-based softswitch.
Integration kits for Siebel and SAP
The modular design gives you the option to migrate seamlessly and easily
from existing HiPath ProCenter Agile or Enterprise implementations.
Unique Attendant Console / Super Agent desktop offering voice presence status
of all HiPath 8000 subscribers