Administration HiPath 3000/5000 V7 IP systems

3000sb8.fm
For internal use only Applications
HiPath ProCenter Agile V6.0
HiPath ProCenter helps you to integrate new media into your contact center’s workflow. Multimedia
integration in turn lets your company perform real electronic Customer Relationship
Management (eCRM). CRM helps to optimize development, control, and assessment of your
customer relationships and at the same time increase profitability.
9.4 HiPath ProCenter Agile V6.0
HiPath ProCenter Agile was designed with the concrete objective of developing a comprehensive
and immediately executable solution that was easy to operate, configure, and expand in
response to changing requirements.
Agile delivers intelligent call routing, diagram reporting, and innovative productivity tools, both
for agents and for managers – and all this with a whole new level of user-friendliness.
Small and medium-sized companies and ’informal’ call centers can now enjoy the benefits of a
multi-functional solution at a fair price.
Siemens provides a cost-effective solution with the following features:
● complete packet with a wide-range of intuitive options
● rational implementation without expensive special services
● presence and cooperation tools for optimum utilization of corporate know-how so that all
issues raised by a customer are dealt with in full during the very first call
● Intuitive, ‘idiot-proof’ management programs that guarantee effective strategy planning for
call routing
Your customers benefit from more efficient and more effective customer service.
The agents are more satisfied and productive because they are working at an integrated desktop
that has everything they need for top-level customer service. Managers will be impressed
by faster call processing speeds and higher agent productivity and will value the greater level
of clarity in terms of work procedures provided by adaptable real-time and historical reporting.
These components are very easy to implement using a visual workflow designer because this
tool automatically has full control over the call processing item you assembled with drag-anddrop
operations and your routing concept.
The report center provides an engine that is powerful yet easy to adapt for defining and displaying
a practical, unlimited number of real-time and historical reports.
Real-time and cumulated views are constantly updated and contain key data, such as, agent
workload, service levels, abandon rates, and average talktime. These reports and views can be
output in a multitude of graphical and table formats.
An integrated analytical model uses real data trends to forecast call patterns and traffic in real
time. This allows for more precise planning of personal requirements and call routing.
P31003-H3570-Y100-4-7618, 2007-10-31
HiPath 3000/5000 V7, System Description 9-5