Siemens HiPath ProCenter Multimedia

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1 Siemens HiPath ProCenter Multimedia Today s business climate is tougher than ever, and chances are your competitors are no longer just a local concern. All this means finding ways of improving customer service and creating a unique competitive edge to meet your customers expectations. Ensuring your customers can contact you via the medium of their choice, while continuing to increase first contact resolution, is not just something you may do in the future, it is now an immediate requirement. The challenge is how to cost effectively manage all types of contact channels, while maximizing your existing investment in both your people and your technology. With HiPath ProCenter Enterprise your company can easily transform your voice call center into a true multi-channel contact center, greatly enhancing the customer experience by supporting Inbound Voice, , Self Service IVR, Web Collaboration, and Outbound or Callback. Universal queuing, routing and tracking for all media types With HiPath ProCenter Multimedia capabilities you can deliver outstanding customer service across al media types. HiPath ProCenter universal queue enables you to provide a consistent level of service across channels by using the same business rules, processes and structure for routing, queuing, and tracking of inbound, callback and outbound voice contacts, and Web collaboration. This means that regardless of the media type, all customer interactions are managed in the same consistent manner. Blended agent interface for increased usability and productivity Productivity is lost each time your agents are forced to jump between separate applications or search for customer contact related information. The unified HiPath ProCenter Agent desktop empowers your agents with the productivity tools and specific information they need all from one common agent interface. The familiar framework for handling each media type not only speeds customer issue resolution, but also minimizes agent training and increases employee satisfaction. Siemens HiPath ProCenter Multimedia Integrated Multi-channel Customer Interactions

2 Multimedia Agent Desktop Multimedia Design Center Agent Handling Screen Single administration, management and reporting view Efficient administration and management of multimedia interactions is crucial. However, multimedia solutions typically have been separate and disconnected from existing contact center operations and thus required a duplication of effort when making changes across all media types. What's more, reconciling and generating usable consolidated reports can be difficult if not impossible. HiPath ProCenter Multimedia solves this problem with a single unified point for administration, management and reporting for all media. HiPath ProCenter Multimedia uses the same familiar management framework and offers the convenience of change it once efficiency for routing rules such as time of day / day of week schedules, source / destination routing and performance level routing decisions. Modular application architecture for maximum flexibility HiPath ProCenter Multimedia capabilities consist of an integrated, packaged set of modular applications that can be implemented quickly and easily to manage all of your channels of customer interaction. HiPath ProCenter Multimedia allows you to leverage your existing platform investments and evolve to a full multimedia contact center, when you choose. HiPath ProCenter Multimedia supports industry standard protocols and technologies and works with your existing corporate and Web servers. The HiPath ProCenter modular architecture delivers a migration path with greater flexibility, faster implementation, and lower risk to your existing operations. HiPath ProCenter Supporting your customers with convenient options provides your customers with an alternative contact channel that is convenient and effective. With HiPath ProCenter , your contact center agents can handle large volumes of customer messages up to 10,000 per day effectively and efficiently. Customers demand the same quality, timely response to their enquiries as they receive from your traditional channels of communication. HiPath ProCenter gives your contact center the ability to serve these customers with the same quality and efficiency they've come to expect from your voice service. Your contact center managers can manage messages using existing queues, agent skill settings and service level parameters.

3 HiPath ProCenter receives incoming messages from your existing corporate system. The messages are automatically analyzed, categorized and routed using an intelligent engine that evaluates the content of the thread id, source/destination, subject and body text. Depending on the text analysis and your configuration of pre-defined categories, messages can be automatically acknowledged, or automatically responded to using a unique template from the response library, or pushed to an agent for reply. Unique tracking numbers for each message, and message thread, ensure all correspondence is tracked and recorded in the archive for future retrieval. For continuity, agents can maintain conversation thread ownership which ensures follow-up messages are directed to them. When an appropriate agent becomes available they receive a screen pop containing the customer's message and related information, the complete interaction history and related agent comments. Response templates can be automatically suggested, and the response template library greatly speed agent reply time, quality and consistency, which mean faster resolution of customer issues. The agent can modify the suggested response, add text or another template from the library or simply send the reply unchanged. HiPath ProCenter Web Collaboration HiPath ProCenter Web Collaboration is a fully integrated solution for effectively handling real-time customer interactions over the Web. With HiPath ProCenter Web Collaboration you can automatically categorize, route and queue Web Collaboration requests. This establishes a session that allows customers and agents to communicate in real-time via Web interaction, text chat, voice callback, Web page push and escorted browsing. When your customer clicks a button on your Web site to request service, HiPath ProCenter Web Collaboration intelligently routes and queues customer inquires according to the particular Web page content or collected data. The customer is prompted with an intelligent hold message that informs them of their queue status and anticipated wait time for service. While waiting in queue customer can view Web-based information such as a commercial video or a web page detailing special offers. Customers can even continue to browse your Web site while waiting. When an appropriate agent is available, a screen pop automatically opens the desktop Web Collaboration interface and provides all of the contact details to the agent. Simultaneously, within your customer's Web browser, a text chat and collaboration interface appears with a personalized agent greeting. No download or installation of plug-ins is required. Instantly the agent and customer can carry on a secure, realtime interaction using text chat, Web page push and escorted browsing. Agents can automatically send commonly used text via pre-filled text templates and push Web pages directly from a media library and have them instantly appear in the customers Web browser. Escorted browsing allows the agent to synchronize the customer's Web browser and lead them through a series of Web pages. Agents call also initiate a callback invitation by pushing a Web callback form for the customer to input their phone number. At the end of the interaction the customer is presented with a session log that provides them a complete record of their interaction including links to the content visited. For future audit and reference purposes a transcript of each session is stored using a unique identification number. Customer Facing Web Collaboration Application Agent Desktop: Web Collaboration Web Collaboration: Template Library

4 Active Callback Contact Details Screen Outbound List Import Manager Outbound Campaigns Real-time Viewer HiPath ProCenter Outbound If your contact center is only handling inbound customer contacts, you're missing a significant opportunity to increase agent utilization and enhance customer relationships. HiPath ProCenter Outbound helps you fully leverage your contact center investments by providing a blended inbound and outbound agent environment. When incoming contact volumes are low and agents are being under utilized, the agents can be assigned outbound calls to pursue campaigns or one-to-one relationship marketing. HiPath ProCenter Outbound blends outbound call routing with incoming traffic. It is fully integrated with the Agent desktop, providing call preview dialing, scheduling and call related information to the agent. Outbound call lists of up to 10,000 contacts can be automatically imported for quick campaign execution. Supervisors are provided real-time monitoring of outbound calls and can see full historical reporting via HiPath ProCenter Manager. HiPath ProCenter Callback HiPath ProCenter Callback helps you to fully leverage your contact center investments by providing a blended agent desktop for handling inbound calls and callbacks. This helps optimizing agent productivity by providing a more balanced contact volume for agents throughout the day. Your agents can make sure that customer interactions are followed up on by defining scheduled callbacks as required. Callbacks can be initiated through a wide range of interfaces and system capabilities. Agents can create scheduled callbacks, or your customer can request callbacks entirely through the Web. Or, incoming voice calls that are abandoned in queue can automatically create a callback if a customer has hung up while waiting to speak to an agent. Call Director IVR HiPath ProCenter Enterprise provides a fully integrated, optional Interactive Voice Response system (IVR), Call Director, to front-end incoming interactions. It allows the gathering of caller requirements, for example by prompting callers with interactive navigation menus. Call Director also facilitates the use of interactive components for basic self service and transactional call processing. Managers can use Design Center's convenient drag-and-drop interface to integrate the following components into routing and queue processing flows: Auto-attendant with navigation menu prompts Caller input digit collection Messages and greetings Intelligent messages in queue, like estimated wait time or position in queue Dynamic, multi-format Numbers to speech playback Call Director components are easily combined with other Design Center components, for example to read from and write-to external databases. This facilitates basic transactional or selfservice applications that previously may have required a more complex and expensive external IVR integration.

5 HiPath ProCenter Agent HiPath ProCenter Agent is a single unified agent interface for handling all media channels. A single login is provided, although agents maintain the ability to control their availability for particular media queues such as Voice, or Web, Callback & Outbound. Web Collaboration requests and s are 'pushed' to the Agent desktop and presented with contact related data in the same familiar format as traditional voice calls. HiPath ProCenter Manager HiPath ProCenter Manager allows supervisors to centrally manage, monitor and report on contact center operations and activity across all media, in real-time. Supervisors can manage agent states and utilization; create universal queue views as well as set thresholds and alerts. Supervisors may also close and delete messages, modify contact attributes or reserve an or Web Collaboration session for a specific agent that is best suited to handle it. Effective handling of multimedia customer interactions requires new skills. HiPath ProCenter delivers the supervisor tools necessary to ensure a smooth and rapid ramp up and transition. Supervisors can monitor in real-time the quality of agent responses and Web collaboration sessions in the same way as voice communication. If required, a supervisor can even interrupt and take part in the live customer and agent interaction. Multimedia Agent Desktop Unified Multimedia Reporting Unified Multimedia Real-time Monitoring Technical Information Software Platform Windows 2003 SP1 Desktop Clients Windows 2000, Windows XP Microsoft Exchange or Lotus Notes Server Hardware Platform Dual Pentium 4 at 2.4 GHz, 2 GB RAM or Dual Pentium 4 at 2.4 GHz, 2 GB RAM with Auxiliary Server: Pentium 4 at 1.7 GHz, 512 MB RAM Web Server Platform (Web Collaboration only): Microsoft IIS 6.0 on Microsoft Windows Server 2003 Apache Tomcat 5.x on Red Hat Enterprise Linux AS 4 Sun Java System Web Server 6.1 on Sun Solaris 9 Browser Support: Internet Explorer 6.x has been tested with the above corporate Web servers and sample Web pages Customer Operating Systems (Web Collaboration only): Microsoft Windows 2000, XP, ME, 98SE, 98 Sun Solaris 9 Unified groups or skills-based routing and queuing for all media types Modular, pre-integrated components provide ondemand access to multimedia capabilities Centralized administration and reporting spanning all media Single agent desktop tools for handling all media types Siemens AG 2006 Communications Hofmannstr. 51 D München The information provided in this brochure contains merely general encryptions or characteristics of performance which in case of actual use do not always apply as described or which may change as a result of further development of the products. An obligation to provide the respective characteristics shall only exist if expressly agreed in the terms of contract. Availability and technical specifications are subject to change without notice. The trademarks used are owned by Siemens AG or their respective owners.