Difference between revisions of "OpenScape Contact Center"

Revision as of 10:15, 24 March 2007

Overview

The HiPath ProCenter V7.0 is a strategic platform of applications designed to offer feature-rich multimedia and presence-enhanced First Contact Resolution Center for small to large size companies in all industry sectors.
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 Agile V7.0
• HiPath ProCenter Enterprise V7.0

allowing customers to easily evolve to advanced feature sets in the HiPath ProCenter portfolio.

First Contact Resolution concept

Company’s service quality if more and more evaluated by Customers based on the total experience they have with their contact center organization, and therefore, the scope of customer relationship and experience management is not limited to a single contact.
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 roductivity
• 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.

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:

• Group based routing
• ACD 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.
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)