Siemens Information and Communications Networks, Inc.: HiPath ProCenter

Call Center CRM Solutions,  Sep 2000  

Tags: Siemens AG

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Many companies are espousing the benefits of integrating multiple types of interactions (chat, VoIP and Web callback) into a single product suite for easier management, reporting and tracking of the customer experience as well as improved customer service. Several PBX vendors have either developed their own products to address multimedia interactions or have partnered with third-party vendors. The problem is that many of these PBX manufacturers address only certain interaction types and not others, or they require several disparate systems bundled together.

HiPath ProCenter consists of several components that allow it to perform nearly every possible interaction, including skills-based routing, Web callback, Web chat, predictive dialing and more - all in a single product suite. Additionally, HiPath ProCenter can be pre-integrated with popular third-party solutions including Blue Pumpkin, Davox, Interalia, Kana, Remedy, Siebel and GoldMine. It also integrates with Genesys' solution to connect multiple call center sites.

Siemens has also provided a migration path from the circuit-switched world to a packet-based world. Siemens HiPath ProCenter allows users to use their existing circuit-switched equipment, while providing an architecture that will allow them to migrate to either a partial or full VoIP environment. In addition, Siemens has developed its own IP-based phone and includes support for Microsoft NetMeeting. Customers who dial into the HiPath ProCenter via NetMeeting can be handled by the same routing engine that handles regular PSTN calls.

All the product's modules are impressive; we have space to discuss only a few. We liked the ProCenter MX Email system, which enables call centers to efficiently route, track and report customers' e-mail communication. MX Email will "read" incoming e-mail, look for keywords and then intelligently route the messages to the most appropriate agent. The engine driving the integration of all these customer interactions is the Resume Routing module, which allows customer interactions to be handled with the same efficiency and reliability typical of voice-only solutions. Agent skill-sets determine which agents possess the necessary skills to handle various media types.

Copyright Technology Marketing Corporation Sep 2000
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