View source for OpenScape Contact Center

[[Image:HiPath_ProCenter.jpg|400px|right|HiPath ProCenter]]

__TOC__
== Overview ==

The '''HiPath ProCenter V7.0''' is a ''strategic platform of applications'' designed to offer feature-rich multimedia and presence-enhanced [[HiPath ProCenter#First Contact Resolution concept|''First Contact Resolution Center'']] for small to large size companies in all industry sectors.<br />

In order to meet the specific needs of various customer segments, the HiPath ProCenter V7.0 is architected for growth on a ''single application base'' and is packaged into two distinct offerings:

* [[HiPath ProCenter#HiPath ProCenter Agile V7.0|HiPath ProCenter Agile V7.0]].
* [[HiPath ProCenter#HiPath ProCenter Enterprise V7.0|HiPath ProCenter Enterprise V7.0]].

allowing customers to easily evolve to advanced feature sets in the HiPath ProCenter portfolio.<br/>

=== First Contact Resolution concept ===

Company’s service quality is more and more evaluated by Customers based on the complete experience they have with their contact center organizations, and therefore, the scope of customer relationship and experience management is not limited to a single contact.<br/>
Basically each Customer is the only judge of the '''First Contact Resolution''' concept "''Customer’s inquiry or problem is resolved in one call''": the [[HiPath ProCenter]] contact center solutions address this issue empowering the enterprise to deliver '''First Contact Resolution''' and are designed to help the business by:

* '''Improving Customer Satisfaction''' 
* '''Increasing Revenues and Loyalty''' 
* '''Enhancing productivity''' 
* '''Increasing the Cost Efficiency'''

=== HiPath ProCenter design concept ===

The HiPath ProCenter V7.0 portfolio provides consolidation and enhancement of existing features from HiPath ProCenter V5.1 and new [[GUI]] and Reporting concepts introduced with HiPath ProCenter V6.0 and HiPath ProCenter V6.5 heritage products, moreover it introduces improvements to the system architecture as well as a variety of new features.<br/>

Specifically the HiPath ProCener family is designed to provide: 

* ''First Contact Resolution'' through powerful contact routing and enterprise wide resource management.
* ''Presence management'' in order to access enterprise wide resources facilitating better customer experience.
* ''Simplicity in management'' consolidating queues, views and reporting for ease of management.
* ''Ease of planning'' providing trend analysis and projection as features designed for customers to use without the need of professional services.
* ''Ease of integration'' providing integrated Microsoft CRM screen pop interface for Agile and Enterprise (Additionally open functionality is provided through Software Developers Kit (SDK) available for building interfaces to customers' existing backend databases and applications).
* ''Freedom to grow as you go'' by implementing Pre-packaged modules to allow customers to grow and add media on the same platform when they want, or need to.
* ''Seamless Evolution, not revolution'' by integrating the applications both in TDM to IP/SIP environments.

Both HiPath ProCenter Agile V7.0 and ProCenter Enterprise V7.0 use a common and unified application architecture and code base able to scale seamlessly from 5 to 750 active Agents performing:

* Intelligent ACD-based call routing configured as either:
** Group / Multi-Group based routing
** Skills based routing
* E-Mail
* Callback
* Outbound campaign
* Web collaboration
* Multi-site networking

These bring together cutting edge communication features enhanced from previous HiPath ProCenter Agile, HiPath ProCenter Standard V6.5 and HiPath ProCenter Advanced V5.1 strengthening them by adding new and more powerful ones.<br />
With the introduction of HiPath ProCenter V7.0 platform, Siemens has delivered many customer-driven enhancements in the areas of:

* Web Collaboration
* Multi-site Networking
* Manager and Administration
* Reporting
* Outbound
* Productivity Tools
* Presence and Collaboration Tools
* Software Development Toolkit (SDK)

=== HiPath ProCenter supported languages ===

Currently HiPath ProCenter supports these languages:

* English (US)
* German
* French
* Italian
* Portuguese (Brazilian)
* Spanish

== HiPath ProCenter Agile V7.0 ==

The HiPath ProCenter Agile V7.0 is an extremely versatile and modular solution that can be configured to meet the basic or sophisticated requirements in small enterprise Contact Centers, positioned to target the small to medium customer market is available only with the HiPath 3000 switch.<br/>

The HiPath ProCenter Agile V7.0 is build for rapid deployment and provides the small-to-mid-size enterprises (SME) with Voice, e-Mail interaction capabilities and Presence Management to empower ''First Contact Resolution'' handling and increase responsiveness to enterprise's customers.<br />

It supports up to 150 registered Agents in an informal or Group / Multi-group-based contact center and is optimized for small size contact centers using the HiPath 3000 communication platforms.<br />

HiPath ProCenter Agile V7.0 provides unique multimedia presence and collaboration tools and intuitive Agent Desktops for voice, e-mail and outbound interaction handling.
It meets customer requirements with a powerful front-end caller messaging, menu prompts and navigation system with integrated workflow-style management tools for incoming voice, e-mail and callback routing and offers easy to use real-time visual monitoring and reporting tools.<br />

The HiPath ProCenter Agile V7.0:

* is optimized for small-to-mid size contact centers
* is able to scale seamlessly from 5 to maximum 100 active concurrent Agents / client desktop users (HiPath 3000 dependant)
* is designed for HiPath 3000 V5.0 and HiPath 3000 V6.0 integration (connection via HiPath 5000 RSM)
* provides:
** Intelligent Group-based Routing
** Intelligent Routing capabilities
** Integrated IVR basic functionalities
** Simple CTI functionalities
** Agent / Associate Desktops
** provide HiPath ProCenter Manager with:
*** Administration Center
*** Broadcast Center
*** Report Center
*** Design Center
*** Telephony Center 
** Consolidated Manager Desktop
** HiPath ProCenter Call Director
** HiPath ProCenter E-mail
** HiPath ProCenter Callback
** out-of-box Screen Pop Integration with Microsoft Dynamics CRM