Difference between revisions of "OpenScape Contact Center"

Revision as of 19:03, 27 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 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.
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 the Customer Satisfaction
• Increasing enterprise Revenues and customers Loyalty
• Enhancing enterprise productivity
• Increasing company 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 graphical user interface 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:

• Intelligent ACD-based call routing configured as either:
  • Group / Multi-Group based routing
  • Skills based routing (HiPath ProCenter Enterprise V7.0 only)
• E-Mail
• Callback
• Basic integrated IVR features
• Outbound campaign (HiPath ProCenter Enterprise V7.0 only)
• Web collaboration (HiPath ProCenter Enterprise V7.0 only)
• Multi-site networking (HiPath ProCenter Enterprise V7.0 only)

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
• Communication platform integrations
• Manager and Administration
• Reporting
• Outbound campaign
• Productivity Tools
• Presence and Collaboration Tools
• Software Development Toolkit (SDK)

A detailed HiPath ProCenter V7.0 features comparative table of HiPath ProCenter V7.0 features versus those of old HiPath ProCenter V5.1 and HiPath ProCenter V6.5 is available.

HiPath ProCenter supported languages

Currently HiPath ProCenter supports these languages:

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

HiPath ProCenter migration paths

For installed customer sites operating heritage releases of HiPath ProCenter solutions, HiPath ProCenter Enterprise V7.0 delivers extensive enhancements when compared with HiPath ProCenter Agile V6.5, HiPath ProCenter Standard V5.1 or the HiPath ProCenter Advanced Suite V5.1.

The following table shows available upgrade paths from older versions to HiPath ProCenter V7.0 applications.

Upgrades from HiPath ProCenter Agile V7.0 to HiPath ProCenter Enterprise V7.0, and vice-versa, cannot be done.

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.

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.

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.

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.

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

HiPath ProCenter Enterprise V7.0

HiPath ProCenter Enterprise V7.0 is positioned to meet the requirements of the medium to large contact center segment with increased capacity requirements, more sophisticated routing mechanisms and advanced customization options.

The HiPath ProCenter Enterprise V7.0 provides enhanced functionality for the medium or large enterprise needing full multimedia capabilities in their contact centers: It offers full multimedia options, advanced skills-based routing, presence and collaboration capabilities, unified visual management tools, increased productivity and enhanced decision making and it extends the contact center into the enterprise.

It supports up to 750 active Agents in an informal or Group / Multi-Group based contact center or advanced Skills-based routing in a complex call center with custom integration requirements.

In addition to all the HiPath ProCenter Agile V7.0 features, the HiPath ProCenter Enterprise V7.0 offers full multimedia support including Web collaboration and Outbound calling, in addition to incoming voice, callback and e-Mail.

It adds the flexibility and powerful routing capability for multi-site networking scenarios supported by real-time and cumulative views for networked contact center sites.

It integrates with customers’ Front-End or Back-End customer relationship management (CRM) systems through its pre-built integrations for SAP and Software Development Toolkit (SDK).

The HiPath ProCenter Enterprise V7.0 also offers a front desk reception Attendant Console designed specifically for the HiPath 8000 communication platform.

The HiPath ProCenter Enterprise V7.0:

• has enhanced features for the medium to large enterprise contact center
• is able to scale to a maximum of 750 active Agents/Users
• is designed for:
  • HiPath 3000 V5.0
  • HiPath 3000 V6.0
• has all features of HiPath ProCenter Agile V7.0 plus:
  • it supports:
    • HiPath 4000 V2.0
    • HiPath 4000 V3.0
    • HiPath DX V8.0
    • Hicom 300 V6.6
    • HiPath 8000 V2.2
    • 3rd party Communication Systems via HiPath IPPortal solution (US only)
  • Groups or Advanced Skills-based Routing
  • Agent / Associate / CRM Agent Desktops and Attendant Console (HiPath 8000 only)
  • Simplified and consolidated administration interface
  • HiPath ProCenter Web Collaboration
  • HiPath ProCenter Multi-site Networking
  • HiPath ProCenter Outbound functionality
  • HiPath ProCenter Reporting
  • Enhanced Directory Search Functionality
  • Scalability & Intra-Enterprise Hosting
  • Certified HiPath ProCenter CRM Ready Integration for SAP CIC and ICI, Siebel and Microsoft CRM.
  • Software Development Toolkit (SDK) enhancements and customization.