Siemens HiPath ProCenter Multimedia

Siemens HiPath ProCenter Multimedia
Today’s business climate is
tougher than ever, and chances
are your competitors are no
longer just a local concern. All
this means finding ways of
improving customer service and
creating a unique competitive
edge to meet your customers’
expectations. Ensuring your
customers can contact you via
the medium of their choice,
while continuing to increase first
contact resolution, is not just
something you may do in the
future, it is now an immediate
requirement.
The challenge is how to cost
effectively manage all types of
contact channels, while
maximizing your existing
investment in both your people
and your technology. With
HiPath ProCenter Enterprise
your company can easily
transform your voice call center
into a true multi-channel contact
center, greatly enhancing the
customer experience by
supporting Inbound Voice,
Email, Self Service IVR, Web
Collaboration, and Outbound or
Callback.
Universal queuing, routing and tracking for all media types
With HiPath ProCenter Multimedia capabilities you can deliver
outstanding customer service across al media types. HiPath
ProCenter universal queue enables you to provide a consistent
level of service across channels by using the same business
rules, processes and structure for routing, queuing, and
tracking of inbound, callback and outbound voice contacts, email and Web collaboration. This means that regardless of the
media type, all customer interactions are managed in the same
consistent manner.
Blended agent interface for increased usability and
productivity
Productivity is lost each time your agents are forced to jump
between separate applications or search for customer contact
related information. The unified HiPath ProCenter Agent
desktop empowers your agents with the productivity tools and
specific information they need – all from one common agent
interface. The familiar framework for handling each media type
not only speeds customer issue resolution, but also minimizes
agent training and increases employee satisfaction.
Siemens HiPath ProCenter Multimedia
Integrated Multi-channel Customer Interactions
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Integrated Multi-channel Customer Interactions
Multimedia Agent Desktop
Multimedia Design Center
Agent Email Handling Screen
Single administration, management
and reporting view
Modular application architecture for
maximum flexibility
Efficient administration and
management of multimedia interactions
is crucial. However, multimedia
solutions typically have been separate
and disconnected from existing contact
center operations and thus required a
duplication of effort when making
changes across all media types. What's
more, reconciling and generating usable
consolidated reports can be difficult if
not impossible. HiPath ProCenter
Multimedia solves this problem with a
single unified point for administration,
management and reporting – for all
media. HiPath ProCenter Multimedia
uses the same familiar management
framework and offers the convenience
of “change it once” efficiency for routing
rules such as time of day / day of week
schedules, source / destination routing
and performance level routing decisions.
HiPath ProCenter Multimedia
capabilities consist of an integrated,
packaged set of modular applications
that can be implemented quickly and
easily to manage all of your channels of
customer interaction. HiPath ProCenter
Multimedia allows you to leverage your
existing platform investments and
evolve to a full multimedia contact
center, when you choose. HiPath
ProCenter Multimedia supports industry
standard protocols and technologies
and works with your existing corporate
email and Web servers. The HiPath
ProCenter modular architecture delivers
a migration path with greater flexibility,
faster implementation, and lower risk to
your existing operations.
HiPath ProCenter Email
Supporting your customers with
convenient email options provides your
customers with an alternative contact
channel that is convenient and effective.
With HiPath ProCenter Email, your
contact center agents can handle large
volumes of customer email messages –
up to 10,000 per day – effectively and
efficiently. Customers demand
the same quality, timely response to
their email enquiries as they receive
from your traditional channels of
communication. HiPath ProCenter
Email gives your contact center the
ability to serve these customers with the
same quality and efficiency they've
come to expect from your voice service.
Your contact center managers can
manage email messages using existing
queues, agent skill settings and service
level parameters.
Integrated Multi-channel Customer Interactions
HiPath ProCenter Email receives
incoming messages from your existing
corporate email system. The messages
are automatically analyzed, categorized
and routed using an intelligent engine
that evaluates the content of the email
thread id, source/destination, subject
and body text. Depending on the email
text analysis and your configuration of
pre-defined categories, messages can
be automatically acknowledged, or
automatically responded to using a
unique template from the response
library, or pushed to an agent for reply.
Unique tracking numbers for each
message, and message thread, ensure
all correspondence is tracked and
recorded in the archive for future
retrieval. For continuity, agents can
maintain conversation “thread
ownership” which ensures follow-up
messages are directed to them. When
an appropriate agent becomes available
they receive a screen pop containing the
customer's message and related
information, the complete interaction
history and related agent comments.
Response templates can be automatically suggested, and the response
template library greatly speed agent
reply time, quality and consistency,
which mean faster resolution of
customer issues. The agent can modify
the suggested response, add text or
another template from the library or
simply send the reply unchanged.
HiPath ProCenter Web Collaboration
While waiting in queue customer can
view Web-based information such as a
commercial video or a web page
detailing special offers. Customers can
even continue to browse your Web site
while waiting. When an appropriate
agent is available, a screen pop
automatically opens the desktop Web
Collaboration interface and provides all
of the contact details to the agent.
Simultaneously, within your customer's
Web browser, a text chat and
collaboration interface appears with a
personalized agent greeting. No
download or installation of plug-ins is
required. Instantly the agent and
customer can carry on a secure, realtime interaction using text chat, Web
page push and escorted browsing.
Agents can automatically send
commonly used text via pre-filled text
templates and push Web pages directly
from a media library and have them
instantly appear in the customers Web
browser.
Escorted browsing allows the agent to
synchronize the customer's Web
browser and lead them through a series
of Web pages. Agents call also initiate a
callback invitation by pushing a Web
callback form for the customer to input
their phone number. At the end of the
interaction the customer is presented
with a session log that provides them a
complete record of their interaction
including links to the content visited. For
future audit and reference purposes a
transcript of each session is stored
using a unique identification number.
Customer Facing
Web Collaboration Application
Agent Desktop: Web Collaboration
HiPath ProCenter Web Collaboration is
a fully integrated solution for effectively
handling real-time customer interactions
over the Web. With HiPath ProCenter
Web Collaboration you can
automatically categorize, route and
queue Web Collaboration requests. This
establishes a session that allows
customers and agents to communicate
in real-time via Web interaction, text
chat, voice callback, Web page push
and escorted browsing.
When your customer clicks a button on
your Web site to request service, HiPath
ProCenter Web Collaboration
intelligently routes and queues customer
inquires according to the particular Web
page content or collected data. The
customer is prompted with an intelligent
‘hold’ message that informs them of
their queue status and anticipated wait
time for service.
Web Collaboration: Template Library
Integrated Multi-channel Customer Interactions
Active Callback – Contact Details Screen
Outbound List Import Manager
HiPath ProCenter Outbound
Call Director IVR
If your contact center is only handling
inbound customer contacts, you're
missing a significant opportunity to
increase agent utilization and enhance
customer relationships. HiPath
ProCenter Outbound helps you fully
leverage your contact center
investments by providing a blended
inbound and outbound agent
environment. When incoming contact
volumes are low and agents are being
under utilized, the agents can be
assigned outbound calls to pursue
campaigns or one-to-one relationship
marketing.
HiPath ProCenter Enterprise provides a
fully integrated, optional Interactive
Voice Response system (IVR), Call
Director, to front-end incoming
interactions. It allows the gathering of
caller requirements, for example by
prompting callers with interactive
navigation menus. Call Director also
facilitates the use of interactive
components for basic self service and
transactional call processing.
Managers can use Design Center's
convenient drag-and-drop interface to
integrate the following components into
routing and queue processing flows:
HiPath ProCenter Outbound blends
outbound call routing with incoming
traffic. It is fully integrated with the
Agent desktop, providing call preview
dialing, scheduling and call related
information to the agent. Outbound call
lists of up to 10,000 contacts can be
automatically imported for quick
campaign execution. Supervisors are
provided real-time monitoring of
outbound calls and can see full
historical reporting via HiPath
ProCenter Manager.
• Auto-attendant with navigation menu
prompts
• Caller input digit collection
• Messages and greetings
• Intelligent messages in queue, like
estimated wait time or position in queue
• Dynamic, multi-format “Numbers to
speech” playback
HiPath ProCenter Callback
HiPath ProCenter Callback helps you to
fully leverage your contact center
investments by providing a blended
agent desktop for handling inbound
calls and callbacks. This helps
optimizing agent productivity by
providing a more balanced contact
volume for agents throughout the day.
Your agents can make sure that
customer interactions are followed up
on by defining scheduled callbacks as
required.
Outbound Campaigns Real-time Viewer
Callbacks can be initiated through a
wide range of interfaces and system
capabilities. Agents can create
scheduled callbacks, or your customer
can request callbacks entirely through
the Web. Or, incoming voice calls that
are abandoned in queue can
automatically create a callback if a
customer has hung up while waiting to
speak to an agent.
Call Director components are easily
combined with other Design Center
components, for example to read from
and write-to external databases. This
facilitates basic transactional or selfservice applications that previously may
have required a more complex and
expensive external IVR integration.
Integrated Multi-channel Customer Interactions
HiPath ProCenter Agent
Technical Information
HiPath ProCenter Agent is a single
unified agent interface for handling all
media channels. A single login is
provided, although agents maintain
the ability to control their availability
for particular media queues such as
Voice, Email or Web, Callback &
Outbound. Web Collaboration
requests and Emails are 'pushed' to
the Agent desktop and presented
with contact related data in the same
familiar format as traditional voice
calls.
Software Platform
• Windows 2003 SP1
• Desktop Clients – Windows 2000,
Windows XP
• Microsoft Exchange or Lotus Notes
Multimedia Agent Desktop
Web Server Platform
(Web Collaboration only):
• Microsoft IIS 6.0 on Microsoft
Windows Server 2003
• Apache Tomcat 5.x on Red Hat
Enterprise Linux AS 4
• Sun Java System Web Server 6.1 on
Sun Solaris 9
HiPath ProCenter Manager
HiPath ProCenter Manager allows
supervisors to centrally manage,
monitor and report on contact center
operations and activity across all
media, in real-time. Supervisors can
manage agent states and utilization;
create universal queue views as well
as set thresholds and alerts.
Supervisors may also close and
delete messages, modify contact
attributes or reserve an email or Web
Collaboration session for a specific
agent that is best suited to handle it.
Effective handling of multimedia
customer interactions requires new
skills. HiPath ProCenter delivers the
supervisor tools necessary to ensure
a smooth and rapid ramp up and
transition. Supervisors can monitor in
real-time the quality of agent Email
responses and Web collaboration
sessions in the same way as voice
communication. If required, a
supervisor can even interrupt and
take part in the live customer and
agent interaction.
Server Hardware Platform
•Dual Pentium 4 at 2.4 GHz, 2 GB
RAM or
• Dual Pentium 4 at 2.4 GHz, 2 GB
RAM with Auxiliary Server:
Pentium 4 at 1.7 GHz, 512 MB RAM
Unified Multimedia Reporting
Browser Support:
• Internet Explorer 6.x has been tested
with the above corporate Web servers
and sample Web pages
Customer Operating Systems
(Web Collaboration only):
• Microsoft Windows 2000, XP, ME,
98SE, 98
• Sun Solaris 9
Unified Multimedia Real-time Monitoring
• Unified groups or skills-based routing and queuing for
all media types
• Modular, pre-integrated components provide ondemand access to multimedia capabilities
• Centralized administration and reporting spanning all
media
• Single agent desktop tools for handling all media types
© Siemens AG 2006
Communications • Hofmannstr. 51
D-81359 München
The information provided in this brochure
contains merely general encryptions or
characteristics of performance which in case of
actual use do not always apply as described or
which may change as a result of further
development of the products. An obligation
to provide the respective characteristics shall
only exist if expressly agreed in the terms of
contract. Availability and technical
specifications are subject to change without
notice. The trademarks used are owned by
Siemens AG or their respective owners.
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