Siemens HiPath ProCenter Suites

Transcription

1 Jay Lassman Product Report 22 October 2003 Siemens HiPath ProCenter Suites Summary Siemens HiPath ProCenter Suites includes contact center solutions, management tools and media offerings, as well as pre-integrated customer interaction modules that can be added as needed. Note Siemens HiPath initiative offers organizations a cost-effective transition path from established infrastructures to converged technologies. The HiPath family of products represents a comprehensive Internet Protocol (IP) convergence portfolio. It includes IP- and circuit-switched communications platforms, IP telephones, multimedia PC clients, IP-based applications for mobility, messaging and the contact center. Customers can implement these applications today in a circuit-switched environment and maintain those applications when they evolve to an IP environment, ensuring substantial investment protection. Table of Contents Overview Analysis Pricing Competitors Strengths Limitations Recommended Gartner Research Insight List Of Tables Table 1: Siemens HiPath ProCenter Suites Standard Design Elements Table 2: Siemens HiPath ProCenter Capacities Table 3: Siemens HiPath ProCenter Suites Networked Call Centers Capacities Table 4: Siemens HiPath ProCenter Suites Optional Features Table 5: Price List: Siemens HiPath ProCenter Suites List Of Figures Figure 1: Routing Flow Properties Figure 2: Graphical Report Writer Figure 3: Call Queue View Gartner Reproduction of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The reader assumes sole responsibility for the selection of these materials to achieve its intended results. The opinions expressed herein are subject to change without notice.

2 Figure 4: Current Details Figure 5: Chat Details 22 October

3 Corporate Headquarters Siemens Information and Communication Network 900 Broken Sound Parkway Boca Raton, FL 33487, U.S.A. Tel: Internet: and Overview Siemens HiPath ProCenter Suites, its flagship contact center solution, offers advanced multimedia features without the need for custom integration or custom programming. The HiPath ProCenter customer interaction suites are pre-integrated modules that can be added as the needs of the contact center change. They offer contact center managers a single point of configuration for all three primary media types (voice, and Web collaboration). In addition, contact center managers have a unified view of all customer interaction events, such as queuing, routing and reporting, irrespective of media. Finally, the HiPath ProCenter suites can be used with both Siemens and non-siemens platforms. Siemens offers a variety of contact solutions, each tailored for contact center requirements ranging in agent size and functional sophistication from simple to highly advanced. HiPath ProCenter Compact, the newest addition to the portfolio, provides simple uniform call distribution (UCD) and reporting capabilities. Entry, Standard and Advanced HiPath ProCenter Suites are three individual offers designed for mid- to large-sized centers with more complex needs. The suites consist of packaged modular components and options designed for contact centers with more complex requirements. Pre-integrated modules offer contact center managers a single point of configuration for all three primary media types, in addition to providing a unified view of all customer interaction events, such as queuing, routing and reporting, regardless of media. The Business Rules Routing Editor, a feature of the HiPath ProCenter solution, is a flexible graphical tool that allows management to influence the routing of customer contacts on the basis business rules used with information from external customer relationship management (CRM) databases or internal statistics, such as call in queue or service levels. With the Siemens IPortal program (currently available in the U.S.), the HiPath ProCenter Suites can be used in non-siemens switching environments. Computer Telephony Integration (CTI) capabilities inherent within the HiPath ProCenter Suites enable integration between HiPath ProCenter solutions and the most popular CRM applications. In addition, Siemens provides pre-packaged integration for applications software from third-party sources, such as Remedy Software, Siebel and SAP. 22 October

4 Table 1: Siemens HiPath ProCenter Suites Standard Design Elements Architecture Software Platform Hardware Requirements Object-oriented design Distributed, IP-based Client/Server Communication PBX CTI integration, third-party call control routing Full desktop CTI, telephony and voice-data transfer abilities Clients optimized for broadcast, real-time and call control capabilities; Microsoft Windows or browserbased agent supported Modular for easy addition of requirement or optional components Scalable from one to 1,250 active agents at a single site Supports up to 10 sites in a networked configuration (capacity to support up to 25 sites) Windows 2000 Server Desktop Clients are 32-bit applications supported on Windows 98SE, Windows 2000 and XP Informix call record database with open database connectivity (ODBC) Crystal Reports interface Nonproprietary, symmetric multiprocessing (SMP) server-class machine designed to work with Hicom 300 E, 300 H, HiPath 4000, HiPath 3000 (V4.0) and HiPath 5000 (V4.0). Minimum Dual CPU PentiumIII 800MHz or above (requirements vary based on release and agent size) Min. 512MB RAM One 18 GB UltraWide Fast Small Computer Systems Interface (SCSI) drive Separate real-time PC/application for distribution of real-time statistics to desktop users from primary server (LAN segmentation). Lower PC hardware requirements and quantity of servers required varies based on LAN environment and total Desktop users. Call-by-Call (option) requires additional hard drive and RAM SVGA, PCI Network and Video Cards, Tape Backup, RAID options Desktop PC requirements vary based on quantity of applications running at the desktop simultaneously and the operating system used; Memory 32MB- 64MB; recommended Pentium 300MHz or above 22 October

5 Table 2: Siemens HiPath ProCenter Capacities Description Capacity Active Agents per Site 750-1,250 Maximum Configured Agents 2,000 Skills per Agent 100 Preference Range per Skill 1-9 Skill-Level Range per Skill 1-9(Advanced Suite) Routing Criteria per Call 100 Routing Entries 15,000 Priority Levels per Call 99 Maximum Configured Skills 15,000 Number of Supervisor Desktops 500 Maximum BHCAs* 6,400 Maximum No. of Call Types 1,000 Report Storage Periods 15 min. 42 days Daily data 100 days Weekly data 371 days Monthly data 750 days *Busy Hour Call Attempts Table 3: Siemens HiPath ProCenter Suites Networked Call Centers Capacities Description Capacity Number of Sites 25 Active Agents/Site 750-1,250 Active Agents/System 10,000 Configured Agents/Site 2,000 Configured Agents/System 50,000 BHCA/Site 6,400 BHCA/System 160,000 Analysis Additional Siemens HiPath ProCenter Suites specifications can be found in Gartner Call and Contact Centers: Comparison Columns, DPRO HiPath ProCenter Compact HiPath ProCenter Compact is a simplified voice call distributor for basic call centers and departmental use within enterprises. It is available only on the Siemens HiPath 3000 series platforms. HiPath ProCenter Compact can handle up to 64 active agents and provides real-time and historical reports. HiPath ProCenter Suites HiPath ProCenter Entry, Standard and Advanced Suites are modular packaged suites that include standard and optional features designed to meet the needs of any size call center, from small to large, whether needs are simple voice-only applications or highly custom multimedia capabilities. All Suites have skills-based routing and a wide range of standard features. These include desktop productivity tools for every user in the contact center, with functionality based on the roles and responsibilities of specific users within the contact center. The HiPath ProCenter Suites are available in six languages: U.S. English, 22 October

6 Spanish, French, German, Italian and Brazilian Portuguese. The five core applications included as standard features in the HiPath ProCenter Suites are as follows: HiPath ProCenter Skills-based Routing Application an intelligent routing platform that routes transactions precisely to the most appropriate skilled resource, with the goal of enhancing the development and growth of customer relationships in the contact center environment. The level of skills routing sophistication varies based on which suite is purchased HiPath ProCenter Entry, HiPath ProCenter Standard or HiPath ProCenter Advanced. HiPath ProCenter Administrator an administration and configuration tool that allows managers and supervisors to adjust routing rules as well as agent profiles in real time. This tool uses a graphical user interface (GUI) that can illustrate the entire contact center design and allows administration and configuration to be done from any desktop. Managers and supervisors can dynamically update or modify routing rules and agent profiles. Siemens includes unlimited license rights with the purchase of the suites. HiPath ProCenter Reporter a comprehensive, historical reporting application that provides an array of standard and customizable reports, as well as a Microsoft Windows-based report-scheduling function. HiPath ProCenter IT Monitor a monitoring and reliability application that enables system administrators to monitor the entire contact center in real time. The application provides status views and error reporting, diagnostic information to monitor the specific server application performance for reliability and service requirements. The application allows for system administrators to be notified of specific alarm conditions via a call for help application that alerts users via pager or . HiPath ProCenter Simulator a nonproduction simulation tool that allows contact center managers to simulate and forecast call-center activity based on historical information and what-if parameters, thus predicting contact center requirements for peak performance. This is a standard feature in the HiPath ProCenter Standard and Advanced Suites. Unique Skills-Based, Interaction Routing At the core of the HiPath ProCenter Suites is Siemens patented HiPath ProCenter Skills-based Routing component, featuring virtual group routing, which intelligently determines the best possible match between a caller and an agent on a call-by-call basis. It enhances ACD intelligence by identifying caller requirements and then searching for available agents who best meet these requirements by virtue of their personal skill and preference resume. With HiPath ProCenter Skills-based Routing, all agents are available for all calls without segmenting the call center into fixed ACD groups. Caller requirements can be identified from multiple sources, such as network information like automatic number identification (ANI) and dialed number identification service (DNIS), database information, customer responses to call prompts from an interactive voice response (IVR) system or a voice processing application and even parameters being input by a live call screener. A virtual group is then instantly constructed from agents whose resumes most closely match the needs of the caller. Once the transaction is routed to an agent within the virtual group, the group is disbanded, making the other agents available for additional transactions. Skills-based Routing can handle up to 100 criteria per call and 100 criteria per agent. Every agent resume identifies their unique skills and a preference level (one to nine) on every skill, which is used for Siemens patented caller-to-agent matching process. If calls are not answered within the required time period, the system can dynamically relax call criteria, expanding the pool of agents eligible to service the caller. 22 October

7 When the application finds several agents eligible to handle a call, it uses a blend of criteria to determine the best agent to whom the call should be routed. Performance Routing, a standard feature of the suites, enhances the intelligent routing capabilities, providing an added layer of sophistication based on real-time conditions in the contact center. This feature serves as cruise control for the contact center, automatically adjusting the speed of routing decisions dynamically on calls in progress to maintain preset targets based on Service Level, Average Wait Time, Estimated Wait Time or Transactions in Queue by call type. As an example, a business can select a service-level target by type of call and route calls based on the current value of that target. If the service level drops below the target level, a scaling factor is used to move calls through the call steps at a faster pace. This has the effect of providing a larger base of qualified agents to answer a call in a shorter period of time than if the call progressed through the steps at a normal pace. Once the desired service level is achieved, the scaling factor is removed. Business Rules Routing and Rules Editor This standard feature in the HiPath ProCenter Standard and Advanced Suites allows for the business rules, customer-specific data and internal contact center statistics to be used in the intelligent routing process. By using the ANI, information collected via an IVR or information held in a CRM database, the routing of a specific call can be influenced based on key elements, like customer value. For example, if a customer calls to place an order, but the CRM database identifies the account is seriously overdue, the call is routed to the accounting department rather than to the order desk. Or, if the specific customer generates a large amount of revenue with a company on a quarterly basis, that information can be used, in conjunction with the current service-level information, to determine if the call should be routed to an IVR for self-service or to the best sales agents. To simplify the configuration of these routing parameters for contact center management, a new Business Rules Visual Editor is provided (see the figure Routing Flow Properties). The Business Rules Visual Editor is a user-friendly graphical tool for configuring and modifying routing scenarios, virtually eliminating the need for custom programming. Figure 1: Routing Flow Properties 22 October

8 Source: Siemens Management and Reporting Tools The following summarizes management and reporting attributes of HiPath ProCenter Suites: HiPath ProCenter Reporter, a historical reporting application, provides a complete array of both standard and customizable reports, along with a call-by-call option and life-of-call reporting wizard. Reporter includes a Microsoft Windows-based scheduling and report definition function. Unlimited license rights for this application are also included with every suite. Statistical reporting can also be exported to Excel, Lotus 123, Delimited text or Crystal Reports. The HiPath ProCenter Skills-Based Routing application records statistics in the Reporting Database about virtually every aspect of the contact center s performance. HiPath ProCenter Reporter is used to generate reports using third-party applications, such as Crystal Reports, to create customized reporting templates with the data in the Reporting Database. Call-by-Call Reporting is a standard feature (optional in non-u.s. markets) with the Standard and Advanced Suites that enables customers to keep call-by-call information in the HiPath ProCenter Reporting Database. Call-by-call information includes detailed records along with the wrap-up data completed by agents for each call. Agents can complete their wrap-up data using the HiPath ProCenter Agent and desktop applications. HiPath ProCenter Reporter also includes an optional Lifeof-Call Wizard, which allows users to specify parameters and to trace call activity on-screen for 22 October

9 exception reporting purposes. In addition, Reporter provides contact center administrators with a single reporting tool for both skills-based and group-based reporting requirements. This is an option available with the HiPath Standard and Advanced Suites. HiPath ProCenter Suites also provide an optional Graphical Report Writer available with all the suites, which allows information for all call types, media, agents, groups and wrap-up information to be displayed in custom graphical formats (see the figure Graphical Report Writer). These reports can be used to depict interaction trends across media and to help contact center managers to more effectively analyze business data while increasing productivity. Figure 2: Graphical Report Writer Source: Siemens Simulation and Business Analysis HiPath ProCenter Simulator is an integrated virtual group traffic simulation tool available for sophisticated skills-based contact centers. With HiPath ProCenter Simulator, managers can safely try hypothetical new staffing or routing scenarios and spot problems that might arise without impact to the live system. To use the Simulator, a manager simply inputs an anticipated traffic load, caller behavior profiles and scheduled agent roster. HiPath ProCenter Simulator provides detailed graphical reports that forecast the effect on service level and agent utilization per call type. Routing factors and agent work criteria can be altered and more simulations run until ideal contact center performance is achieved. Once a manager has the correct mix in place, it can be made live instantly or saved for future use. License of the Simulator client application is included with every standard and advanced system purchase. Agent schedules produced by 22 October

10 third-party applications, such as Blue Pumpkin s PrimeTime Workforce Management solution, can also be validated with the simulation tool. Optional Features In addition to the standard features described above, the following optional capabilities are also available with the HiPath ProCenter Suites. Table 4: Siemens HiPath ProCenter Suites Optional Features Feature Entry Suite Standard Suite Advanced Suite Agent Ö Ö Supervisor Ö Ö Ö Graphical Report Writer Ö Ö Ö Message Stream Prompt Response IVR* Ö Ö Ö Ö Ö Ö Call Director Ö Ö Ö Ö Networking Ö Ö Call-by-Call Reports Web Collaboration Outbound CRM Ready Kits Mobile Solutions *U.S.marketonly HiPath ProCenter Call Director Ö Ö Ö Ö This feature provides front-end call processing and announcements, such as position in queue or queue wait time, and collects digits that have been input by callers for identification purposes. It consists of two parts: a simple-to-use Call Processing Administration GUI tool to create, modify and run the created scripts; and a Script Processing module to process the steps in the scripts. Call Director is available in four-port, eight-port and 16-port analog or 24-port digital configurations. Hardware required for this solution is not separate, but rather is integrated into the HiPath ProCenter Suites server. HiPath Supervisor Real-Time Reporting HiPath ProCenter Supervisor resides on the supervisor s or contact center manager s desktop, allowing monitoring of agent and call center activity in real time. Users can customize launch-pad views, specify agent teams, identify call lists and define alarms and alerts specific to monitoring purposes. With the multimedia interaction routing capabilities, all views reflect call types and agent activities for inbound voice, outbound voice, and Web chats, providing real-time reporting statistics to monitor true utilization of agent resources (See the figure Call Queue View). The Supervisor application provides call Ö Ö Ö Ö 22 October

11 control capabilities from the desktop, including revisions of calls in progress, the ability to reserve contacts for specific agents, call diversion of contacts to agent groups, simultaneous changes to the priority of multiple calls and viewing details for abandoned calls. This optional feature is available with all three of the HiPath ProCenter Suites. Figure 3: Call Queue View Source: Siemens HiPath ProCenter Agent This productivity tool resides on the agent s desktop, giving agents access to information related to the contact center, including business and CRM applications. HiPath ProCenter Agent provides access to real-time reporting, agent adherence and personal performance statistics, as well as online telephone features. From this application, agents have quick access to frequently used applications, such as billing systems, reference materials, customer history databases and communication tools. HiPath ProCenter Agent is highly customizable and uses very little screen space. With host application integration, components of Agent or the entire application can be blended with a CRM application, eliminating the need to have multiple applications running on the agent desktop. HiPath ProCenter This Siemens-built application provides skills-based routing for interactions. The interface is an integral part of the HiPath ProCenter Agent desktop; therefore, the solution does not require an additional reader. interactions are pushed to the Agent desktop, not pulled, based on keywords and using the same skills-based routing engine and agent resumes as voice and other interactions. Messages can be driven into the contact center via the enterprise Web site and are screened for keywords or phrases that allow the contact to be routed to the appropriate agent in the center. The 22 October

12 solution can be configured to automatically create and send a personalized acknowledgment message back to the original sender. In addition, auto-response text can be configured, thus eliminating the need for agent intervention. A centralized library of standard responses in the form of pre-defined message templates is also available. Agents can use this to simply select a standard response to send to the customer, minimizing agent response time and increasing efficiency. HiPath ProCenter provides a customer history based on the sender s address or tracking number and retains it for a configurable time period. Both agents and supervisors have access to this message history (See the figure Current Details). Real-time monitoring and Supervisor prescreening of replies to customers are also included as standard features. Finally, reporting of all e- mail interactions is a standard feature, and data is fully blended within the HiPath ProCenter Supervisor and HiPath ProCenter Reporter applications. Microsoft Exchange 5.5, 2000 and Lotus Domino through open IMAP4/SMTP protocols are all supported. Figure 4: Current Details Source: Siemens HiPath ProCenter Web Collaboration The latest addition to the HiPath ProCenter Suites includes a new optional feature for Web Collaboration. Live Web chat capabilities can be enabled based on customer demand. Again, the user interface is integrated with the HiPath ProCenter Agent desktop. Agent views present call type and customer-specific data in the chat window as well as pre-defined standard messages that streamline customer communication (see the figure Chat Details). Web page URL push to the customer is provided through easy drag and drop abilities. Agents can re-queue, transfer or conference other agents or supervisors in to their session. For customer views, the system auto-detects end-user browser capabilities and selects the best chat window version to utilize, providing a separate pop-up window that allows them to continue browsing on the company Web site. No special download, installation or configuration is required. Web Collaboration screens can be customized to suit an enterprise site s look and feel. Figure 5: Chat Details 22 October

13 Source: Siemens All chat session transcripts are stored. Supervisor-quality monitoring abilities of live chat sessions are also part of the standard features. HiPath ProCenter Web Collaboration is firewall friendly and is supported in Windows, Unix Web servers, Apache, Microsoft Internet Information Server (IIS) and iplanet environments. The solution s thin client Java-script or Java-based end-user capabilities ensure the widest compatibility and easy deployment. HiPath ProCenter Outbound HiPath ProCenter Outbound allows a variety of capabilities for outbound and callback requirements. Callback requests can be initiated from Call Me buttons on the Web, by stored abandoned call information, or by direct agent or supervisor desktop input. Callbacks are then driven to agents based on real-time performance criteria and through the HiPath ProCenter Agent desktop application. This feature allows the contact center to schedule both voice and Web outbound transactions in order to optimize agent resources during lulls in activity and to import outbound dialing campaigns from third-party applications. HiPath ProCenter Outbound interacts with the other HiPath ProCenter Suite components to perform the callback upon acceptance by the agent via their desktop display (that is, preview dialing). With HiPath ProCenter Suites, this functionality is an integrated part of the solution and doesn t require a separate dedicated PC or server, reducing the overall cost of adding blended outbound transactions to a contact center. Siemens CRM Ready Kits Siemens has created a series of out-of-the-box, pre-integrated CTI solutions called CRM Ready kits that provide the benefits of computer telephony without the need for custom development. The CRM Ready kits leverage the benefits of open standards and standard Application Programming Interfaces (APIs) to simplify the connection of devices and applications. The need for customized programming is greatly reduced or in some cases eliminated, thereby reducing the time and expense required to integrate CRM applications with the HiPath ProCenter Advanced Suite. The CRM Ready kits act as the glue that allows 22 October

14 the HiPath ProCenter Suite and the CRM application to work together for enhanced capabilities and faster deployment. HiPath ProCenter solutions integrate with the leading front-office and back-office CRM business applications, such as Remedy, SAP and Siebel. The CRM Ready kits have been SAP- and Siebel-certified. Each kit has unique out of the box functionality, and the integration with the suites can be expanded for more custom capabilities when required. As an example, the integration of the Siebel solutions with the HiPath ProCenter Suites allows users to: Let clients access the contact center through all media: Short Message Service (SMS), , voice, fax and Internet-chat. Have immediate access to Siebel customer information through automated screen delivery. Utilize their Siebel CTI Toolbar to control and monitor specific functions within the HiPath ProCenter Suites. Besides the CRM Ready program, Siemens also offers third-party vendors the ability to certify their applications for connectivity with many Siemens systems, including the HiPath ProCenter Suites. This global program, created out of the original Siemens Ready and HiCom Ready programs, has over 150 members. Members can be identified by their use of the Siemens HiPath Ready logo in their advertising. Certification is conducted in a Siemens laboratory and is available on two levels: HiPath Ready Standard and HiPath Ready Advanced. Among the vendors that have certified their products HiPath Ready with the HiPath ProCenter Suites are Hipbone, Mercom Systems and Acumen Software. Interactive Voice Response Solutions HiPath ProCenter Prompt Response (U.S. markets only) is an IVR solution allowing customers using any of the suites to obtain personal information and complete transactions without agent intervention while greatly enhancing call routing to contact center agents. Through extensive joint development with InterVoice, the supplier of Prompt Response, Siemens has provided pre-integration with Hicom 300 and HiPath switches, customization services, integration with established customer systems, including nearly all commercial switches and ongoing application development. HiPath Prompt Response is offered on all the HiPath ProCenter Suites. HiPath ProCenter Prompt Response provides contact centers and enterprises with improved customer interaction, efficiency and a rapid return on investment through the utilization of: Self-Service Provides callers access to database information for executing simple to complex transactions without occupying agent resources. Precision Routing Provides call routing to the most qualified agent via any combination of inputs (Automatic Number Identification and Dialed Number Identification Service, caller DTMF, speech recognition or information from a host server), ensuring callers are routed to the most qualified agent or resource on a call-by-call basis. Prompt Response provides information it has collected from various sources to the agents telephone display or their PC via CTI. This information gives agents the ability to more quickly assist callers and provide responses tailored to the callers needs and history. Enhanced Basic Queue Announcements Provides callers with an accurate representation of their estimated wait time and provides them with different choices based on the length of their wait, such as listening to information or leaving a message for agent call-back at a later time. Advanced Speech Recognition is an optional feature that improves the IVR-to-human interface so that even many callers who previously avoided automated systems are comfortable with it. Natural language recognition let s callers speak naturally, in full sentences or phrases, to gain secure access 22 October

15 to transactions and personalized information. Speech recognition understands accents, as well as multiple responses, for a given answer. HiPath ProCenter Prompt Response Integration, a standard capability with the HiPath ProCenter Suites, consists of IVR API software that enables the ability to write IVR scripts for use with the interaction routing application. Functions include estimated wait time and position in queue by call type. HiPath ProCenter Networking The HiPath ProCenter Standard and Advanced Suites are available in both single- and multiple-site configurations. HiPath ProCenter Networking provides call-by-call, skills-based load-balancing capabilities between sites. Transaction routing between the sites can be configured in different ways based on best site or preferred site routing criteria and real-time performance statistics. Networking includes SNMP support, central reporting software and a license of the HiPath ProCenter Enterprise Manager, a real-time monitoring and reporting tool for maintaining the pulse of networked site performance. Central reporting allows historical reporting statistics to be accumulated from all sites for enterprisewide multisite reports. HiPath ProCenter MessageStream HiPath ProCenter MessageStream, available on all the HiPath ProCenter Suites, interfaces to Spectrum message boards and displays real-time information from the contact center. This software also provides message-board windows that appear on an agent or supervisor workstation. Contact center administrators can create messages and send them to Spectrum wallboards, individual agents or lists of agents. The administrator specifically addresses all messages, so agents receive only relevant messages. MessageStream allows users to create messages that include text, graphics and animation data about real-time statistics and custom thresholds. Unique messages can be addressed to each message board or groups of message boards. HiPath ProCenter MessageStream is a core product in Siemens mobility solutions for the contact center, delivering real-time alerts and reports to agents, supervisors, managers and IT professionals using wireless and mobile devices. Mobile Contact Center All of the HiPath ProCenter Suites offer specific solutions related to today s growing requirements for mobility in the contact center environment. Siemens architecture allows customers to leverage and extend established contact center management systems, enterprise applications and databases without having to revamp or discard established infrastructure investments. Critical, relevant information is proactively delivered to target recipients in real time. Examples of HiPath ProCenter s mobile functionality for the contact center environment include: Teleworking that allows agents to work at home, at sites closer to their home or at a branch office that is more convenient for them. Agents can log on from home using a standard analog telephone or a HiPath optiset and have full functionality as if they were sitting in the contact center. Skills-based routing can be used in conjunction with HiPath Teleworking to automatically route queries of any media type to the right persons, wherever they might be working. A remote access data connection to the agent can be used for voice-over-ip (VoIP), data transmission and computer telephony supported applications, such as screen pops. Full monitoring capabilities of remote agent performance regardless of agent or supervisor location. Executives, managers, administrators and supervisors can have anytime-anywhere access to call center reports, alarms and alerts. 22 October

16 Wireless Application Protocol (WAP) reports can be sent to wireless devices with real-time and historical information. As a result, messages can be sent and received that enable executives to evaluate media and voice activity along with CRM and revenue data. IP Environment Support At the core of Siemens HiPath strategy is to provide the ability for customers to seamlessly migrate established and new applications from circuit- to packet-switching environments, including communication control, ecrm integration and user applications. Integration of the HiPath ProCenter Suites functionality is also supported on the Siemens IP-enabled platforms, such as the HiPath 3000, 4000 and This provides investment protection by providing a smooth migration path and eliminating the need to retrain employees on applications. Siemens focus is on full-featured functionality for IP contact centers and helpdesk environments. Pricing Approximate starting prices for the HiPath ProCenter Suite of systems are as follows: Table 5: Price List: Siemens HiPath ProCenter Suites Version US$ HiPath ProCenter Office 4,200 HiPath ProCenter Entry 7,000 HiPath ProCenter Standard 30,000 HiPath ProCenter Advanced 40,000 GSA Pricing Yes. Competitors Siemens HiPath ProCenter Suites compete most directly with like-sized systems, such as: Alcatel Apropos Technology Aspect Avaya Genesys Telecommunications Laboratories Interactive Intelligence NEC Nortel Networks Rockwell FirstPoint Contact Strengths Skills-based Routing intelligently determines the best possible match between a caller and an agent on a call-by-call basis and helps optimize call center resources. 22 October

17 Pre-integrated modules offer contact center managers a single point of configuration for all three primary media types (voice, and Web collaboration) and unified views of all customer interaction functions, such as queuing, routing and reporting irrespective of media. Integrated suites provided on a single platform, which include routing, reporting and management tools designed to work seamlessly together. Inherent CTI capabilities within HiPath ProCenter Skills-Based Routing enable integration between HiPath ProCenter Suites and industry-leading e-business and CRM applications on a pre-integrated or custom basis. Non-real-time simulation capabilities provide user-friendly resource planning tools that do not jeopardize day-to-day call center operations. Modular architecture enables users to grow in size or functionality and to buy only those features/applications they need, when they need them. Migration path provides hardware and software investment protection for organizations that transition from circuit-switched to IP-based environments. The HiPath ProCenter Suites are available in six languages: U.S. English, Spanish, French, German, Italian and Brazilian Portuguese. Limitations Increasing the per-site busy hour call attempts (BHCA) rating of 12,000 for a HiPath ProCenter Suite contact center requires that additional network nodes be equipped with stand-alone PBX systems, such as the Hicom 300. While non-siemens platforms and releases of older Siemens systems are supported, HiPath ProCenter Suites are mainly targeted for use with the latest releases of Siemens Hicom and HiPath switching platforms. Contact centers with less than a total of 20 agents may not find HiPath ProCenter Standard or Advanced Suite solutions to be cost-effective. Recommended Gartner Research Gartner Call and Contact Centers: Comparison Columns, DPRO Insight From a capabilities standpoint, the latest version of Siemens HiPath ProCenter Suites does not include any major enhancements. However, Siemens continues to improve the product s performance and reliability. As a result, HiPath Procenter Suites remains an extremely modular and comprehensive contact center offer that should appeal to organizations using Siemens Hicom and HiPath series PBX systems. 22 October