HiPath ProCenter Enterprise

Empowered To Drive First-Contact Resolution

Protection notice / Copyright notice

Today’s Contact Center Challenges and Mandates

Improve Customer Satisfaction

Drive Cost Efficiency

Increase Revenues

Enhance Productivity

First-Contact Resolution Is The Key Driver !

Page 2 Siemens Communications

First-Contact Resolution and Customer Satisfaction

90%
82% 83% Avg. Calls to
80% Resolve Inquiry: 1.5
68% Avg. Calls to
70% 65% Resolve Inquiry: 1.9
Avg. Calls to
60% Resolve Inquiry: 1.2 54%
53%
50%
40%
High Customer First Call Avg. Customer First Call Low Customer First Call
Satisfaction Resolution Satisfaction Resolution Satisfaction Resolution

Source: SQM Consulting Group

Field Research, 2006 - Used with Permission

 First-contact resolution is tightly correlated with customer satisfaction

 Contact centers experiencing high customer satisfaction offer high first-
contact resolution rates

Page 3 Siemens Communications

First-Contact Resolution and Cost Efficiency

Avg. Avg.
Calls to Annual Call Cost
Resolve Volume per Call Operating Cost

1.5 2,250,000 $7.00 $15,750,000 Current Performance

1.4 2,100,000 $7.00 $14,700,000 $1,050,000

Contact
Center 1.3 1,950,000 $7.00 $13,650,000 $2,100,000 Performance
Improvement
Average Example Savings
1.2 1,800,000 $7.00 $12,600,000 $3,150,000

1.0 1,500,000 $7.00 $10,500,000 $5,250,000

Source: SQM Consulting Group

Field Research, 2006 - Used with Permission

 First-contact resolution can have a great impact on operating costs

 Improving first-contact resolution rate means lower total call volumes

Page 4 Siemens Communications

First-Contact Resolution and Revenue Generation

70%
61%
Source: SQM Consulting Group
60%
Field Research, 2006
Used with Permission 50%
39%
40%

30%

20%

10%

0%
1 Call Resolution 2 Calls or More
Percentage of Customers Who 61% 39%
Accepted Offer

 Customers are more likely to accept offers when service issue is resolved
on first-contact
 Cross-sell, up-sell and follow-on offers are more likely to generate revenue
Page 5 Siemens Communications
 The Impact of First-Contact Resolution

Efficiency Impact Satisfaction Impact Loyalty Impact

“ … the absence of first call “ … the inability to reach “ … customers who
resolution has been found the right person with the experience problems that
to account for up to of 30% right information drives are dealt with quickly
of a call center’s 60% of customer service and easily have a
operational cost …” dissatisfaction … “ repurchase intention rate
of 89% …”
Why? Why? Why?
• Repeat Calls • Dead/Blind Transfers • Customer Catharsis
• Duplicate Media Contacts • Transfers to Voicemail • “I Can Count On You”
• Required callback(s) • Re-queuing • Trust = Customer Equity
• Misdirected Contacts • “Promised” Callbacks • Opportunity to Exceed
Expectations
• Costly Escalations • Partial/Unsatisfactory
Responses • “Wow” Factor
• “Muddling Through”
• Unresolved Problems • Issue is Resolved

Sources: Call Center Manager’s Forum, Purdue University

Page 6 Siemens Communications

The HiPath ProCenter Enterprise Difference

Maximize
First-Contact Resolution

Deploy Easily with Highly Usable, Visual

Reduced Complexity End-User Interfaces

Page 7 Siemens Communications

Empowered To Drive First-Contact Resolution

 Integrated, multimedia (((

presence and collaboration tools
 Streamlined extended desktops
for enterprise users
 Leverage “roaming experts”
 Advanced skills-based routing
 Accessibility by voice, Web, email,
outbound, IVR self-service
 Automated contact scripting screen pop
 Contact wrap-up tracking and reporting
 Simultaneous mixed-media capabilities

Page 8 Siemens Communications

 Empowered To Drive First-Contact Resolution

Integrated, multimedia Rapidly identify available resources with the right

skills and knowledge to assist in resolving on
presence and collaboration tools
customer issues – in real-time

Streamlined extended desktops Allow users across the enterprise to become part of
for enterprise users the communication fabric of the contact center

Leverage “roaming experts” via VoWLAN Leverage knowledge workers and experts
regardless of their immediate location via Wireless
Advanced skills-based routing Match specific contact type and requirements with
the agent subject matter knowledge and skills
Voice, Web, email, outbound, Multimedia accessibility means customers can
self-service accessibility contact you by most effective media, anytime

Automated contact scripting screen pop Ensure agents receive situation-specific handling
script as guidance, based on contact type
Contact wrap-up tracking and reporting Allow agents to capture contact resolution
outcomes and provide management reporting
Simultaneous mixed-media capabilities Richer, multi-modal communications offer more
information options to the customer
Page 9 Siemens Communications
Deploy Easily With Reduced Complexity

 Highly packaged and modular

 Unified, single application base

 Small to large, simple to sophisticated, TDM to IP

 Reduced implementation services complexity

 Automated upgrades and migration

 Available pre-built integrations

Page 10 Siemens Communications

Highly Usable, Visual End-User Interfaces

For Agents
 Innovative, easy-to-use desktop tools
 Best-of-breed agent feedback and productivity tools
 Convenient “tear-off-and-park” screen elements and toolbars
 Permission-based customizable desktops

For Managers
 Unified, visual management tools
 Intuitive, workflow-style routing designer
 Flexible, visual reporting
 “Point-and-click” capabilities (no scripting)

Page 11 Siemens Communications

 HiPath ProCenter Portfolio – Industry Expert Opinions

Deploy Easily with Maximize Highly Usable, Visual

Reduced Complexity First-Contact Resolution End-User Interfaces

"Enterprises value contact center "We continue to see the "Within HiPath ProCenter
solutions that support appro- adoption of presence and Enterprise's Manager desktop,
priate levels of functionality collaboration tools in enterprise the Design Center is the most
and can be quickly and cost- applications, and for the contact sophisticated and usable tool
effectively extended with pre- center, purpose-based we have found for allowing a
integrated, add-on or third-party presence capabilities are well business user to easily build
applications. aligned with the operational sophisticated voice and
Siemens is providing a com- goals of first-contact multimedia routing strategies
ponent-based, certified inte- resolution, productivity and using visual drag and drag drop
gration that helps enterprises customer satisfaction." workflow tools.“
meet today's customer re-
quirements and opportunities." Drew Kraus, Gartner's Research Director for Ed Mier, president of Miercom, an independent
Contact Center Infrastructure product-test center and primary reviewer for
Business Communications Review magazine.
Joe Outlaw, principal analyst of
contact center solutions with Current Analysis.

Page 12 Siemens Communications

HiPath ProCenter Portfolio – Market Acceptance

 Available globally in 70 countries

and 6 languages
 Over 1,600 contact center systems

shipped in FY2005
 Gartner Magic Quadrant “Leader”
for Contact Center 2006 (EMEA)
 Patented multimedia skills-based
routing
 Unique “Industry First” integrated
presence and collaboration tools
 Nearly a decade of global
experience
Page 13 Siemens Communications
HiPath ProCenter Portfolio – Industry Recognition

Miercom BCR Awards

“Best Call-Flow Design,
IP Contact Center”
Aug 2005
to HiPath ProCenter

HiPath ProCenter Solution Takes Second

Place in Network Computing "IP Contact
Center Round-up“

June 2005 SAP Pinnacle Award

Page 14 Siemens Communications

Agent Desktop and Contact Handling

Page 15 Siemens Communications

Leadership in User Experience – Client Desktops

 Highly refined, highly usable GUI design

 Intuitive, visual agent tools
 Multiple enterprise user desktop options
 Flexible, “tear off and park” toolbars

Page 16 Siemens Communications

Leadership in User Experience – Agent

 Blended Agent Desktop for multimedia interaction handling

 Flexible and customizable for enhanced usability
 Multi-language support, changes between languages “on the fly”

Agent State Controls Softphone Controls Feature Controls and Indicators

Broadcaster “Ticker Tape”

Personal Performance Bar Media Controls

Speed Bar Team Bar

Page 17 Siemens Communications

Streamlined Multimedia Contact Handling – Voice

 Intuitive softphone to streamline

voice interaction handling
 Screen-pop with contact details
and customer data synchronized
with each incoming call
 Directory tab with data from an
LDAP directory lookup
 Convenient access to Wrap-up
reason codes that can be tracked
and reported on

Page 18 Siemens Communications

Streamlined Multimedia Contact Handling – Email

 Intuitive blended
desktop for handling
email contacts
 Screen-pop with
sender and contact
details synchronized
with each incoming
email
 Directory tab with
data from an LDAP
directory lookup
 Convenient access
to Wrap-up reason
codes
Page 19 Siemens Communications
Streamlined Multimedia Contact Handling – Email

 Internal and external email

forwarding and consultation
 Auto-suggest templates
library
 Thread history for email
interactions
 Additional “Client Search”
functionality
 Enable agents and super-
visors to understand the
sequence of interactions
leading to a satisfactory
resolution

Page 20 Siemens Communications

Streamlined Multimedia Contact Handling –
Web Collaboration

 Web chat interaction

handling in one
blended, intuitive
agent desktop
 Screen-pop with
contact details and
data
 Directory tab with data
from an LDAP directory
lookup
 Convenient access to
wrap-up reason codes

Page 21 Siemens Communications

Streamlined Multimedia Contact Handling –
Web Collaboration

 Invite participants to
collaborate with two or
more parties in a session
 Automatically inserts
agent standard greeting
 Provides library of
standard phrases and
push URLs by contact
type
 Escorted browsing
functionality enables
agent to “guide” customer
through a sequence of
Web pages
Page 22 Siemens Communications
Streamlined Multimedia Contact Handling –
Callback

 Actively reach out to your customers

 Agent initiated and web requested
callback
 Automated callback on abandon in
queue
 Integrated preview dialer
 Callbacks routed by matching
agent skills and availability with
call requirements
 Unified inbound/outbound
queue helps improving
agent utilization

Page 23 Siemens Communications

Streamlined Multimedia Contact Handling –
Outbound

 Run campaigns or one-to-one

marketing calls, execute customer
surveys
 Outbound calls routed by
matching agent skills and
availability with call requirements
 Convenient access to
configurable Wrap-up reasons
to document the success of
campaigns or the outcome of
customer surveys

Page 24 Siemens Communications

But, The Agent Can’t Always Do It Alone

State:
unavailable

States:
“… agents rely on available
talking
assistance from others working
to resolve more than 25% Manager /
of difficult, sensitive or urgent Subject Matter Knowledge Worker
Experts
customer calls… “

Source: Siemens Communications / Contact Center

CRMxChange Survey, 2006
Agent

State:
available

Customer Caller Supervisor

Page 25 Siemens Communications

Leveraging the Knowledge and Expertise of The
Extended Enterprise

Enterprise Users / Knowledge Workers

Voice over WLAN
Distributed / Remote Agents Collaboration

Contact Center
Web
Collaboration Agents

Email Voice Collaboration

Collaboration

Allows users to view real-time availability, communicate and collaborate with

team members across the enterprise, regardless of location or media
Page 26 Siemens Communications
Presence and Collaboration Tools

 Fully integrated in Agent or Associate E desktop Unavailable

 Visual icons communicate presence status

Available
 Availability reasons offer context information

 Automated user state changes where possible Talking

 View presence by job role, department,

Processing Email
availability status
 One click to collaborate including shared Processing Web
customer contact data screen pop
Working

Logged Off

Page 27 Siemens Communications

Team List and Team Bar

 Visually monitor the immediate presence

and availability of users across voice,
email and Web media
 Instantly identify who is available to
accept a call transfer or assist in a
Web or email interaction
 “One-click to communicate” makes
collaboration fast and easy
across the enterprise
 Select user for collaboration based
on area of expertise or
readiness to communicate

Page 28 Siemens Communications

Speed List and Speed Bar

 Fast and easy retrieval of contact

information for frequent internal
and external contacts
 Add entries from and integrated
LDAP Directory to the Speed List
with just a mouse click
 One click to communicate
via phone or email

Page 29 Siemens Communications

LDAP Directory Integration

 Access to unlimited LDAP data

 Convenient search functionality

 Add directory entries to the Speed

List / Speed Bar
 Multimedia productivity beyond
the boundaries of the contact
center

Page 30 Siemens Communications

Manager Desktop

Page 31 Siemens Communications

Leadership in User Experience – Manager Desktop

A consolidated, intuitive user interface

 Unified, visual management tools

 Best-of-breed, workflow-style
routing designer
 Flexible, visual reporting
 “Point-and-click” capabilities

Page 32 Siemens Communications

HiPath ProCenter Manager – Design Center

 Drag-and drop Design Editor

 Visual design tool for multimedia
routing and queue processing
flows
 Unified access to all media
 Library of configurable,
reusable components
 Strategies and flows checked
and validated for completeness
in real-time

Page 33 Siemens Communications

HiPath ProCenter Manager – Inbound Voice

 Workflow-style interface for voice

routing strategies and queue
processing flows
 Fully integrated IVR
(HiPath ProCenter Call Director)
 Library of configurable, reusable
components such as
 Time of day/day of week
schedules
 Source/destination decisions
 Performance level decisions
 Data directed routing decisions

Page 34 Siemens Communications

Integrated IVR – HiPath ProCenter Call Director

 Fully integrated in Design Center workflow

 Auto-answer, greetings, intelligent messages and announcements

 Menus and caller navigation for “automated pre-routing”

 Digit collection and related screen pop

 External open database ODBC read / write access

 Custom components to execute virtually

any routine or external application
 Dynamic, multi-format
Numbers-to-Speech playback

Page 35 Siemens Communications

HiPath ProCenter Networking

 Workflow-style interface to define

call networking between up to five
contact center sites
 Distribute calls between sites
with components like:
 Time of Day / Day of Week
Schedules
 Local Performance and
Distribution Decisions based
on real-time statistics at site or
queue level
 Best Site and Preferred Site
Routing options

Page 36 Siemens Communications

Multi-site Networking Components

Schedules – Enable networking based on contact center business

hours or “Follow-the-Sun” Routing
Local Performance Decisions – Influence networking decisions based
on local real-time operational statistics such as Number of Available
Users, Service Level, Number of Enqueued Contacts, User Utilization at
queue or site level
Distribution Decisions – Influence networking decisions based on
real-time operational statistics at the remote site (Number of Available
Users, Service Level, Number of Enqueued Contacts, User Utilization at
queue or site level)
Network Selection – Network contacts based on Preferred Site or
Service Level Decisions
Keep Local – enables keeping all incoming contacts at the local site

Page 37 Siemens Communications

Multi-site Networking Benefits

 Define and view Networking flows

in a visual, workflow-style interface
 Combine multiple criteria into one
Visual, Workflow-style
networking decision flow Design Center

 Use statistics of the local and

remote site as a basis for
networking decisions
 Make networking decisions
based on statistics at the site, Combine Multiple Networking Criteria
as well as queue level
AND AND AND

Number of Current Estimated Number of

Available Users Service Level Wait Time Calls in Queue

Page 38 Siemens Communications

HiPath ProCenter Manager – Email

 Unified routing engine to

categorize, route and queue
email interactions
 Visual, workflow-style interface
to define routing strategies
and queue processing flows
 Email categorizations based
on content analysis of subject
line and body text
 Auto-acknowledgement, auto-
response and auto-suggest
 Enables closed loop tracking

Page 39 Siemens Communications

HiPath ProCenter Manager – Web Collaboration

 Unified routing engine to

categorize, route and queue
web collaboration interactions
 Visual, workflow-style interface
to define routing strategies and
queue processing flows
 Automatic Web page and text
message push
 Escorted browsing and
configurable library of message
templates and push URLs
 Enables closed loop tracking

Page 40 Siemens Communications

HiPath ProCenter Manager – Web Collaboration

 Configurable, reusable
components to streamline
defining routing and
queue processing strategies
 Time of Day / Day of Week
Schedules
 Auto-push text messages
 Performance Messages based
on real-time operational
statistics
(e.g. contacts in queue, current
service level, estimated wait
time)
 Auto-push URLs

Page 41 Siemens Communications

HiPath ProCenter Manager – Callback

 Use skills-based routing to match

callbacks with the best qualified
available agent
 Blend inbound/outbound calls to
improve agent utilization
 Multiple callback queues for different
types of callback interactions
 Intuitive interface for agent defined
callbacks to ensure follow-up
 Automate defining callbacks for
customer calls abandoned in queue
 Web interface for customer
requested callbacks

Page 42 Siemens Communications

HiPath ProCenter Manager – Outbound

 Automatically import outbound

campaign lists
 Load up to 10,000 calls outbound
calls per list
 Pursue campaigns, make one-to one
relationship marketing calls or
execute customer surveys
 Match outbound call requirements
with agent skills and availability
 Real-time and cumulative views to
monitor outbound calling activity and
campaign status in real-time
 Historical wrap-up reason reports to
document campaign outcomes

Page 43 Siemens Communications

HiPath ProCenter Manager – Report Center

 “Point-and-click” to define and view a

virtually unlimited number of reports
 Real-time and cumulative views,
alerts and notifications
 Graphical and tabular historical
reports
 Blended media or media-specific

 Real-time performance views for

networked sites
 Integrated trend analysis and projection

Page 44 Siemens Communications

HiPath ProCenter Manager – Activity Reports

 Easy-to-use interface for detailed

activity reports
 Examine the step-by-step
progression of any incoming
contact
 Review user activities for a
specified time period
 Report on scheduled callbacks

Page 45 Siemens Communications

Reporting and Monitoring in a
Networked Contact Center Environment

 Intuitive point-and-click interface for defining site-level reports

 Thresholds based on site-level real-time statistics such as Service Level or
Estimated Wait Time
 Audio and visual alerts and notifications for any or all sites monitored
 Central Reporting Server provides historical reports for all networked sites

Real-Time
Multi-Site
Monitoring

Page 46 Siemens Communications

CRM Ready Integrations and Partners

Page 47 Siemens Communications

CRM Ready Integrations – SAP

SAP
Certified CRM integrations for my
SAP CRM, SAP CIC and ICI
 Intelligent routing of Voice and
Email (CIC only) media
 Single agent login
 Consolidated desktop
functionality within the SAP
interface
 Screen pop delivery to agent
desktop

Page 48 Siemens Communications

CRM Ready Integrations – Siebel

Siebel
Validated integration with
Siebel 7.8
 Route voice calls to the
most suitable agent with an
associated screen pop
 Unified agent logon to a
single Siebel desktop
 Unified softphone controls
 Real-time operational
information delivered to
agent desktops

Page 49 Siemens Communications

CRM Ready Integrations –
Microsoft Dynamics CRM

Microsoft
Integration capability with Microsoft
Dynamics CRM as an included
feature
 Easy to implement screen-pop
functionality using a fully
integrated component in
Design Center
 Identify and retrieve customer
record based on ANI or
inputted digits
 Push screen-pop to agent
desktop synchronized with
each incoming call

Page 50 Siemens Communications

Partners and Interfaces

Siemens partners with many industry leading vendors

HiPath ProCenter Enterprise is pre-integrated with:
 XML interface for Workforce Optimization
(e.g. Blue Pumpkin)
 Interalia XMU + and SBX devices
 Spectrum wallboards
It offers standard interfaces for:
 LDAP Directories
 Screen pop API
 3rd party IVR API (HPRI)
 Read/write to ODBC compliant
external databases

Page 51 Siemens Communications

HiPath ProCenter Enterprise on the HiPath 8000

Page 52 Siemens Communications

HiPath ProCenter Enterprise on the HiPath 8000

Provides full feature set HiPath 8000

users / SIP phone
on a HiPath 8000 SIP-based
IP Communication Platform: HiPath 8000

 Multimedia group-based or
skills-based routing
 Intuitive single point of management
Attendant
and administration Console

 Powerful, flexible historical reporting HiPath

ProCenter
 Real-time and cumulative monitoring Enterprise V7.0
with alerts and notifications
 HiPath ProCenter Call Director: auto-
attendant and IVR functionality Contact Center Users
/ Agent Desktop

Extended Contact
Center Users / SIP
Phones
HiPath 8000 integration planned availability 4Q 2006

Page 53 Siemens Communications

HiPath ProCenter Enterprise on the HiPath 8000

Client Desktops
on HiPath 8000:
 Agent and Associate
desktops for
Contact Center and
Enterprise users
 Attendant Console desktop
 Innovative Presence and
Collaboration tools for
Client desktops
 With LDAP directory integration,
display device status for any
user on HiPath 8000

HiPath 8000 integration planned availability 4Q 2006

Page 54 Siemens Communications

 HiPath ProCenter Enterprise Hosted

 Single Server Scenario:

HiPath 4000 or
 Business unit partitioning for the supervisor HiPath 8000*

(routing, monitoring, reporting)

HiPath
 Web-based reporting via HTML, ProCenter
Citrix client or SDK-enabled Server
HiPath
“browser-based” monitoring portal HiPath
ProCenter
Server
ProCenter
Server
 Multiple Server Scenario:
 Discreet multi-business unit support
via multiple HiPath ProCenter servers
 Achieve High Scalability
 Up to 1,250 active agents
per HiPath 4000 platform
 Over 2,000* active agents
per HiPath 8000 platform
 Local or distributed on IP network
* HiPath 8000 integration planned availability 4Q 2006

Page 55 Siemens Communications

HiPath ProCenter Attendant Console
for HiPath 8000

 Indicates the device status of every

user on a HiPath 8000
 One-click collaboration with transfer to
user extension or voicemail
 Enhanced LDAP directory search
 Supports recall handling to avoid
unsuccessful transfers
 Broadcaster “ticker tape” with real-time
performance statistics for Attendant
Groups
 Overflow routing rules as well as
additional attendants
 Full contact center functionality for
handling multimedia contacts

HiPath 8000 integration planned availability 4Q 2006

Page 56 Siemens Communications

HiPath ProCenter Attendant Console
for HiPath 8000

Manager Application Allows

Managing and Monitoring Console
Groups:
 Real-time and cumulative views
with trend analysis, alerts and
notifications
 Detailed historical reports for
console group performance

HiPath 8000 integration planned availability 4Q 2006

Page 57 Siemens Communications

HiPath ProCenter Solution Customer Examples

Page 58 Siemens Communications

HiPath ProCenter Enterprise V7.0
Customer Profile

Manufacturing
HiPath Solutions Landscape: • International company with
headquarters in the US, remote contact
• HiPath ProCenter Enterprise V7.0 center location in Canada
with Inbound Voice, Email, Outbound, • Desktop features for email routing are
Agent Desktops and CRM Integration so easy to use agents required
(planning for Web Collaboration) minimum assistance to handle the new
media
• HiPath 4000 Real-Time IP System
• 98% of agents are using Speed List
• HiPath Xpressions V4.0 Unified Messaging and Team Bar to streamline contact
handling
• Broadcaster “ticker tape” displays
key operational statistics in
real-time, enabling agents to
pace contact handling accordingly

Page 59 Siemens Communications

Customer Examples:
Understanding Customer Needs

Banking
Insurance Banking Healthcare
• Life Insurance company based • Largest Independent Financial • Serving 9 hospitals/medical
in Nebraska Institution in Michigan facilities in Michigan
• 100 Agent Contact Center • 750 Agent Contact Center with • Urgent medical patient calls
email, Outbound and Multi-Site legally require triage nurse
• Extended Contact Center to
IP Networking consultation
part-time agents and knowledge
workers • HiPath ProCenter Prompt • Presence tools on Agent
Response IVR (VoiceXML) desktop identify available triage
• New agents utilized Team Bar to
nurse, can initiate consultation
collaborate with seasoned • 4 departments use Team Bar to
agents collaborate among Agents and • Potential future scenario for
across departments. Email presence and
• Managed time better through
collaboration to confirm
scheduling ad hoc breaks
urgent or complex booking
requests

Page 60 Siemens Communications

Customer Examples:
Understanding Customer Needs

Insurance Government
• Texas Association of School Boards: 108 • The contact center handles 1.6 million
Agents distributed over 4 office buildings calls that Staffordshire police receive
each year
• Intuitive agent tools streamline contact
handling and increase agent productivity • Enhanced the service delivered by four
Public Service Desks - the solution allows
• “Contact Center agents found the Agent
the four desks to work as one virtual
desktop so intuitive that they discovered
contact center
features on their own.”
• “... we have been recommended as
• Supervisors can make changes on the fly
offering best practice by the Home Office
using the workflow-style Design Center
for having virtual sites...”

Page 61 Siemens Communications

 HiPath ProCenter Enterprise
Empowered To Drive First-Contact Resolution

HiPath ProCenter Enterprise V7.0

Published May 2006

Protection notice / Copyright notice

Backup

Page 63 Siemens Communications

HiPath ProCenter Portfolio

Multimedia Unified Routing Agent Feedback and Presence and

Customer Access and Reporting Productivity Tools Collaboration
TDM IP SIP
Products Services

Partners Communications Infrastructure

Integration

 Enhance Customer Satisfaction  Lower Operating Costs

 Increase Agent Productivity  Improve Decision Making
Page 64 Siemens Communications
 HiPath ProCenter Agile and Enterprise V7.0
Feature Summary

Product Positioning Agile Enterprise

Target Segment SME Contact Center / Call Handling Groups Mid-to-Large Contact Center

Target Channel Indirect / Direct Primarily Direct / Some Indirect

Telephony Platform(s) HiPath 3000 HiPath 3000/4000/8000, Hicom 300 V6.6

Scalability 100 Active Agents (or platform limit) 2,000 + Active Agents New
(HiPath 8000 w/Multiple Servers)

Routing Groups-based / Agents in Multiple-Groups Groups or Skills-based, Multi-site New

Multimedia Email, Callback, Integrated IVR Email, Callback, Integrated IVR,

New New
Web Outbound

Integration IVR API, Screen Pop API, MS CRM API, IVR & Screen Pop API, MS CRM API,

Witness (Blue Pumpkin) XML Witness (Blue Pumpkin) XML, SDK,

New
CRM Ready Integrations

Packaging Options Streamlined Options, with Seamless Upgrade Path A La Carte New
New
Page 65 to HiPath ProCenter Enterprise Siemens Communications