HiPath ProCenter Agile

Bringing Customer Satisfaction Within Reach

● 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

HiPathTM ProCenter© Agile is a cost-effec-tive, feature-rich contact center solution for small-to-medium sized enterprises and “in-formal” call centers up to 150 agents. It offers:

● 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

Companies face increasing pressure to ful-fill higher customer expectations due to ris-ing 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 interac-tion, 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.

Presence and Collaboration in the Contact Center

Beyond fulfilling the everyday requirements of contact center managers and agents, HiPath ProCenter Agile offers unique pres-ence and collaboration tools. These tools help to drive first contact resolution. They also facilitate extending the customer ser-vice 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 truly unified, with a flexible interface and a familiar “Outlook-style” screen layout. This means faster, easier de-sign and configuration with one integrated tool for all management functions.

The Manager desktop includes the follow-ing work centers:

Administration Center allows defining users, groups, and resources. Pre-built, edit-able profiles and related permissions make setting up users a snap. The profile also al-lows you to determine which contacts every user will handle: voice, email, callback or any combination of those media.Agents may be assigend to a single group for a simplified setup, or to multiple groups (up to ten) for more sophisticated contact handling strategies.

Broadcast Center allows defining message views and real-time statistics for voice and email to be filtered and displayed on wall-boards and client-connected plasma dis-plays or streamed to agent desktops. Business rules, thresholds and display parameters can be quickly defined for immediate use by pointing and clicking.

Design Center provides configurable, reusable components for use in intelligent groups-based routing flows and queue processing strategies for voice and email interactions. All incoming voice and email contacts are analyzed, categorized and routed according to these flows.

The Design Editor, a visual, workflow-style tool, automatically checks and validates your strategies as you create them.

Design Center - Design Editor

Report Center - Real-Time Viewer

Call Director, HiPath ProCenter Agile’s basic IVR, is fully integrated into Design Center. Managers can create intelligent “front-end” call processing flows using Design Editor’s convenient drag-and-drop interface.

Interactive components such as:

● Call menu prompting● Caller input digit collections● Read/write access to external databases● Numbers-to-Speech” playback

make basic self-service functionality and in-teractive front-ending of incoming calls possible without the need for a complicated and costly IVR integration.

A component to read from and write back to external databases makes using existing customer data for data directed routing easy and simplifies collecting new customer information.

Managers can also easily define conditional routing strategies based on real-time met-rics like current service level or average wait time as well as schedules for after hours routing.

The pre-built Microsoft CRM integration uses contact center data like the caller’s phone number or inputted digits, such as a customer number, to automate the retrieval of customer files within the Microsoft CRM desktop. This feature is fully integrated into Design Center, and does not require special-ized services.

Report Center is designed around a power-ful reporting engine to define and view a virtually unlimited number of real-time, cumulative and historical reports for all media. The flexible interface makes customizing reports easy, without requiring an external report writer.

Report Center provides insight into your contact center operations, allowing for bet-ter operational monitoring, more effective decision making, and the ability to proac-tively spot patterns and respond – before they become problems.

Real-time and Cumulative Reporting

Real-time and cumulative views are re-freshed continuously, presenting key infor-mation such as agent utilization, service levels, abandon rates and average handling time for voice and email interactions.

A built-in analytic model uses actual data trends to predict patterns and contact vol-umes in real-time, improving decision mak-ing regarding staffing resources or contact routing.

Thresholds and alerts can easily be defined to provide audio and visual notification to a manager when definable operating metrics are exceeded.

Activity Logs

Detailed, searchable activity logs allow managers to examine the step-by-step pro-gression of any customer contact or review the detailed activities of an agent through-out the day for voice, email and callback contacts.

Historical Reporting

Comprehensive historical reports can be quickly created by just pointing and clicking to select data elements and report parame-ters.

Report Center provides graphical as well as tabular historical reports.

The report output can be scheduled, viewed on-demand, printed or exported to formats like Excel, HTML, PDF or text.

Agent Tools for Superior Customer Service

The media-blended Agent Desktop pro-vides tools and information for handling voice and email interactions more efficient-ly while enhancing customer service quali-ty.

Desktop features include:

● An intuitive, unified interface for hand-ling voice, email and callback interactions

● Unique presence and collaboration tools to drive first contact resolution

● Convenient “tear off and park” screen el-ements and toolbars

● Streaming real-time statistics and per-sonal performance data

● A visual Contacts Waiting Indicator for in-coming calls, emails and callbacks

● Availability status and wrap-up reasons, which can be reported on

● An “Icon Mode” display option to reduce screen footprint to a system tray icon

Agent Desktop

Team Bar

Agent Desktop: Incoming Email Contact

Voice and Callback Handling

A full set of telephony controls and tools streamlines handling incoming calls as well as agent and web initiated callback interac-tions.

Synchronized with the arrival of each inter-action at the desktop, the agent receives a “screen pop” with customer data and con-tact details.

In addition, an interface to 3rd party or in-house CRM systems can be used to auto-mate customer file retrieval for display on the agent's screen.

Presence and Collaboration Tools

To further help drive first contact resolution and responsiveness, agents can use the Team List and Team Bar features to view real-time presence and availability states of their peers, managers or even experts out-side the contact center. Detailed presence information is displayed for all media, so that agents can easily find the right person to collaborate with for voice and email con-tacts.

Available users can be included in a call by transferring, consulting or conferencing with just a mouse click.

Email Handling

The Agent Desktop offers tools to efficiently handle incoming and agent initiated email interactions. It provides a screen-pop for in-coming email contacts. Internal and exter-nal email forwarding and consultation are provided to enhance responsiveness and expedite resolution.By initiating new emails, agents can proac-tively reach out to customers. For determin-ing the success of email campaigns or reactivation of customer relationships, agent initiated emails and related replies can be tracked and reported on.

Information emailed to a caller is tracked and reported on, improving quality of ser-vice for the customer and reducing the need for later follow-up activities by the agent.

The email history tool allows the use of var-ious search criteria to track the progress of interactions and search within existing email threads. This enables agents and managers to establish a sequence of inter-actions leading to a satisfactory resolution.

Agent Desktop: Callback Window

HiPath ProCenter Agile Email –How it Works

Analyze & Categorize

Analyze Email source/destination

Analyze subject/body text content

Analyze conversation thread ID

Determine email category

Route & Handle

Send confirmation or auto-reply

Assign contact handling priority

Enqueue for available agent

Assign email tracking number

Reply to customer using auto-sug-gest or auto-response templates

General Features

● Intelligent ACD-based routing for voice and callback contacts

● Intelligent groups-based routing for email contacts

● Available routing, call and queue pro-cessing components include:– Time of day/day of week schedules– Caller and email source/destination

decisions– Performance level decisions– Data directed routing– Enqueue for last agent

● Integrated database● Wallboard support● CTI (CSTA) integration● Multiple language support● Supports IP-Telephony or TDM (circuit-

switched) platforms and end user devices/clients

Manager Desktop

● User, groups, queues and device administration

● Design of contact processing flows, rout-ing strategies, queue processing, and related capabilities for voice and email contacts

● Graphical real-time and historical moni-toring and reporting, alerts and notifications

● Rules-based streaming broadcast capa-bilities for wallboards, client desktops or client-connected plasma displays

● Telephony platform synchronization and related capabilities

Agent Desktop (optional)

● Blended Desktop for handling all media (incoming voice, email, callback)

● Unique presence management and col-laboration tools

● Full desktop telephony controls; plus click-to-dial speed dial, directory, contact log

● Contact details screen-pop● Availability and call wrap-up reason

codes● Visual Contacts Waiting Indicator● Real-time streaming statistics and per-

sonal performance data● System tray “Icon Mode”● Customizable launch pad with “tear off

and park” toolbars● Streamlined Associate Desktop for ex-

tended contact center users

Call Director (optional)

● Integrated call processor/basic IVR● Call menu prompting● Caller input digit collection● Read/write access to external databases● “Numbers-to-speech” playback● Dynamic passing of inputted digits to the

Agent application● Intelligent announcements in queue

(e.g. expected wait time)● Full routing design integration● Supports 4 to 64 ports● Requires Interalia XMU+ or SBX

announcement device

System Capacity

Defined Users per System: 500Active Users per System: 1501)

Managers per System: 252)

Maximum # of Groups: 50Maximum # of Queues: 50

1) communication platform dependent2) maximum of 15 managers with real-time views

Software Platform

● Server: Windows Server 2003● Client: Windows 2000, Windows XP

Server Hardware Platform3)

Minimum: Pentium 4 at 2.4 GHz, 1 GB RAM

3) System configuration and load dependent

Supported Communication Platforms

● HiPath 3000/5000 V4.0● HiPath 3000 V5.0● HiPath 4000 V1.0/2.0● Hicom 300 V6.6● Realitis DX V7.1/HiPath DX V8.0

Standard Pre-Integrations

● Pre-built Microsoft CRM screen-pop● XML interface for workforce optimization

(e. g. Blue Pumpkin)● Interalia XMU+ and SBX Devices● Spectrum Wallboards● LDAP Directories

Standard Interfaces

● CRM screen pop API● 3rd party IVR API (HPRI)● XML, ODBC

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 regard-less of physical location

Seamlessly migrate to HiPath ProCenter Standard for added features and functionality

© Siemens AG 04/2005 Siemens Communications • Hofmannstr. 51 • D-81359 Munich, Germany

Reference No.: A31002-H2400-A400-2-7629

The information provided in this document contains merely gen-eral descriptions 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 ob-ligation to provide the respective characteristics shall only exist if expressly agreed in the terms of the contract. Any trademarks in this document are the property of Siemens AG or their respective owners.

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