HiPath ProCenter Agile
Key Benefits
- Improve customer satisfaction with a presence-enriched contact center
- Increase productivity with powerful yet simplified Agent and Manager Desktops
- Simple to implement and maintain, yet designed for growth and evolution
- Deploy in the small to medium enterprise or in high call-volume departments in the large enterprise, i.e. the Registrar's Office in a college/university or the Patient Accounting Office in a hospital/clinic
What's HiPath ProCenter Agile?
HiPath ProCenter Agile, a full-featured contact center solution aimed at small-, mid-sized and large businesses, is designed for the needs of the informal call center or call handling groups. HiPath ProCenter Agile is a ‘ready-to-run' solution that is easy to implement, configure and use.
HiPath ProCenter Agile delivers intelligent call routing, graphical reporting, and innovative productivity tools for both agents and managers—all with unprecedented ease of use. In addition, HiPath ProCenter Agile is presence-enhanced with tools such as Team Lists to expedite key business processes, increase first contact resolution and improve customer satisfaction, without complexity. Innovative desktops extend these capabilities flexibly across the enterprise. The Agent and Associate desktops are intuitive, Windows-based graphical user interfaces (GUIs) providing communication tools and the means for more efficient and effective call handling.
The HiPath ProCenter Agile Manager application unifies all administrative and management tools in a single desktop. Included in the Manager desktop is a Graphical Design Center, a unified visual design tool for routing strategies and call and queue processing flows. HiPath ProCenter Agile has a robust reporting engine providing easy to build, customizable visual reporting with trend analysis.
As part of the HiPath ProCenter portfolio, HiPath ProCenter Agile also provides a migration path to even more sophisticated contact center tools as your enterprise's needs grow.
Who's it for?
- Small, medium and large enterprises that require a full-featured, presence-enriched contact center solution
- Informal call centers
- Departments that experience large volume of calls, for example the Registrar's Office of a college/university or the Patient Accounting Department of a healthcare/clinic
What it works with
Awards
HiPath ProCenter Portfolio Benefits
Choices
- HiPath ProCenter Standard Suite's intelligent routing gives you choices in the best utilization of your agents
- HiPath ProCenter Advanced Suite allows your customers to contact you in the media of their choice—voice, email or web
Evolution
- Siemens HiPath ProCenter Standard Suite gives you the flexibility to seamlessly expand your contact center when it’s time to add agents, add media, or add locations
- HiPath ProCenter Advanced Suite allows for easy evolution from simple voice to full multimedia contact center
- Seamless application evolution from TDM to hybrid to IP environments
Value
- Complete Contact Center Suites provide user tools, CTI, CRM integration, and multimedia intelligent routing
- Siemens HiPath ProCenter Standard Suite gives you the tools you need to improve customer service, reduce costs and improve agent retention
- HiPath ProCenter Advanced Suite provides superior skill-based routing for multi-media transactions for greater customer satisfaction
- Allows the most efficient use of your most precious and expensive resource—your agents
Related Links
Contact Centre Solutions
HiPath ProCenter Agile –New Version 7.0
For many small and medium-sized enterprises, superior customer service is a key differentiator from larger competitors. Siemens HiPath ProCenter Agile V7.0 is a cost-effective, feature rich contact centre solution designed to meet the customer service needs of small-to-medium sized enterprises and "informal" call centers up to 100 active agents.
HiPath ProCenter Agile has the flexibility to add features and functionality –whenever you are ready. A single application base ensures seamless upgrade options and allows for expansion from small to large, from simple to sophisticated and from TDM to IP while protecting your investment.
Maximizing First-Contact Resolution
HiPath ProCenter Agile's intelligent group-based routing ensures customers are connected with the best qualified agent on a contact-per-contact basis, regardless of contact medium. The multi media blended Agent Desktop provides tools and information for handling interactions more efficiently, reducing the need for follow up calls or emails and enhancing customer service quality. With integrated multimedia presence and collaboration tools, HiPath ProCenter Agile empowers agents to reach out to users anywhere in the enterprise.
Simplifying Contact Center Management
Reducing complexity in Contact Center management is key for deployments in small-and-medium sized enterprises. HiPath ProCenter Agile provides a truly unified Manager desktop, with a flexible interface and a familiar "Outlook-style" screen layout. This means faster, easier design and configuration with one integrated tool for all management functions.
Manager desktop includes;
Administration Center - users, groups, and resources are defined.
Broadcast Center –messages and real-time statistics can be displayed on wallboards, client-connected plasma displays or streamed to agent desktops.
Design Center - intelligent group based routing flows and queue processing strategies for voice and email inter-actions.
Report Center - graphical real-time and historical monitoring and reporting with key information such as agent utilization, service levels, abandon rates and average handling time for voice and email interactions.
General features
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Intelligent group-based routing for voice, email and callback contacts
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Routing, call and queue processing components include: time of day/day of week schedules, caller and email source/destination decisions, and performance level decisions.
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Integrated database
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Wallboard support
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CTI (CSTA) integration
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Multiple language support
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Supports IP, converged and TDM environments
Call Director (optional)
Agent Desktop (optional)
System Capacity
Defined Users per System: 500
Active Users per System: 100
Managers per System: 25
Maximum # of Groups: 50
Maximum # of Queues: 50
New HiPath All-in-One –the simple, complete contact centre solution in one chassis
The HiPath All-in-One solution is a sophisticated and reliable converged communication platform with proven voice processing and feature-rich business telephony applications over a single platform.
The single box solution of the HiPath 3800 has integrated contact center and voicemail applications, creating a robust business solution with a small physical footprint, ideal for branch offices and small to medium-sized businesses.
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Through the bundling of hardware and software, there is a reduction in the total cost of ownership through lower maintenance costs.
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Implementation of an informal contact center can be done quickly and easily, thus having a positive impact on their customer relationships.
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Pre-built for streamlined deployment
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Saves time and money by replacing several standalone solutions
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Upgradeable as your business grows
The key components to the solution are as follows:
Communications Platform - HiPath 3800 industry-leading TDM, IP or Converged voice communications for maximum flexibility to provide complete telephony functionality
Voicemail Solution - HiPath Xpressions Compact is an integrated voicemail card for the HiPath 3000 offering improved efficiency and responsiveness through state-of-the-art voice messaging aswell as Music on Hold and Autoattendant.
Contact Center Solution - HiPath ProCenter Agile for intelligent group based routing and call handling.
