Administration HiPath 3000/5000 V7 IP systems

3000sb8.fm
Applications For internal use only
HiPath ProCenter Agile Standard V6.5
Presence and cooperation in the contact center
HiPath ProCenter Agile satisfies not only the daily requirements of your contact center manager
and agents, it also delivers unique presence and cooperation tools. You can use these tools to
increase the initial contact resolution rate. These tools also make it easier to expand the customer
service team beyond the limits of the contact center and involve experts from other corporate
divisions in the process of problem resolution.
The HiPath ProCenter Agile Agent Desktop supplies contact processors with real-time data on
co-worker presence and availability, irrespective of their current location – even for external users
or those operating from home.
Experts, managers or specialists from the entire company can use the function-optimized Associate
Desktop to advertise their skills to assist in resolving a customer problem.
Simplified contact center administration
HiPath ProCenter Agile features a standardized Manager Desktop with a flexible interface
based on the familiar Outlook screen layout. Thanks to the Manager Desktop, all administrative
functions can be designed and configured quickly and easily with a single integrated tool.
The Manager Desktop features the following work centers:
Users, groups, and resources can be defined in the Administration Center. User creation is
simplified with predefined, editable profiles and appropriate classes of service. With profiles
you can also control which contacts are processed by every user: voice, e-mail, callback or a
combination of these media.
Agents can be assigned multiple groups (up to ten) for the simplified configuration of individual
groups or for more complex contact editing strategies.
Views and real-time statistics for voice and e-mail can be defined in the Broadcast Center before
being filtered and shown on wallboards and plasma display panels linked to the client or
transferred by means of streaming to Agent Desktops. Business rules, limits, and display parameters
can be quickly defined for immediate use with simple point-and-click operations.
The Design Center features configurable, reusable components for use in intelligent groupbased
routing concept and queue process sequences for voice and e-mail interaction. All incoming
voice and e-mail contacts are analyzed, categorized, and forwarded on the basis of
these sequences.
The Design Editor - a visual, workflow-based tool - automatically examines and validates your
strategies in the course of creation.
The Call Director, HiPath ProCenter Agile’s basic IVR unit, is fully integrated in the Design
Center. Managers can use the Design Editor’s practical drag-and-drop interface to generate intelligent
"frond-end" call processing sequences.
P31003-H3570-Y100-4-7618, 2007-10-31
9-8 HiPath 3000/5000 V7, System Description