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HiPath ProCenter Agile

Increase user productivity and improve customer satisfaction with HiPath.ProCenter.Agile, a contact center solution optimized for small and medium-sized enterprises. This solution offers intelligent call routing, call handling productivity tools, presence and collaboration tools, simplified administration tools, caller menu prompts and navigation, and flexible monitoring and reporting. It is designed to be simple to implement and maintain while also allowing for growth and evolution.

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HiPath ProCenter Agile

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  1. HiPath ProCenter Agile

  2. HiPath ProCenter Agile A Presence-Enhanced Contact Center Solution Optimized for the Small and Medium Size Enterprise • Increase User Productivity with Powerful yet Simplified Agent & Manager Desktops • Improve Customer Satisfaction with a Presence-enhanced Contact Center • Optimize Capital Investment with a Contact Center Solution that is Simple to Implement and Maintain, yet Designed for Growth and Evolution

  3. HiPath ProCenter Agile • Intelligent call routing and queuing • Call handling productivity tools • Presence and collaboration tools • Simplified administration tools • Caller menu prompts and navigation • Flexible, visual monitoring and reporting

  4. HiPath ProCenter Agile – Focused on Users, Productivity & Flexibility • Complete, ready-to-run solution • Innovative, highly usable client desktops • Simplified functionality for “informal” call centers • Extend call center tools and functionality into the enterprise with targeted functionality and presence management • Reduced management complexity - simple to configure and maintain • IP-capable for remote users, branch locations or the entire call center • One day install without requiring professional services

  5. HiPath ProCenter AgileAgent Desktops

  6. Agent Desktop • Call Handling and Contact Information • Login and Agent States • Softphone / Phone Controls • Contact Details Screen Pop • Screen-pop API for 3rd Party CRM • Contact Log • Presence and Collaboration Tools • Team List and Team Bar • Speed Dial List and Speed Dial Bar • LDAP Directory Integration • Performance Feedback and Productivity Tools • Personal Performance Statistics • Broadcaster • Contacts Waiting Indicator

  7. Feature Controlsand Indicators Agent State Controls Telephony Controls Speed Dial Bar Team Bar Status Bar Broadcaster PersonalPerformance Bar Agent Desktop • One-click access to all important features • Innovative GUI design, featuring familiar Microsoft conventions • Desktop can be fully compressed to ‘Icon mode’ allowing access to all features through the Windows system tray

  8. Agent Desktop -“Tear-off and Park” toolbars • GUI can be adjusted to user’s preference for displaying toolbar information • Dock and undock toolbars simply by dragging or double-clicking • Place or move toolbars as required by e.g. other applications that may need to be accessed • Reformat and resize undocked toolbars as required

  9. Agent Desktop – Multi-language Support • Multi-language support for: • German, English, Spanish, French, Italian and Portuguese • Simply change the language in the client application “on-the-fly”

  10. Agent Desktop- Personal Performance Statistics • Statistics displayed either as part of the Agent desktop or as a “Tear-off-and-Park” window • Personal Performance toolbar visually informs users of their adherence to defined thresholds • Cumulative information since “start of shift” updated in real-time

  11. Agent Desktop-Broadcaster • Integrated ‘ticker tape’ display of real-time contact center operational statistics and supervisor messages • Tear-off banner or dockable within the desktop • User can control motion, size, as well as speed and direction of the display • Like a “personal wallboard”, streamlining user productivity

  12. Agent Desktop – Contacts Waiting Indicator : Queue service levels are within target : Queue service levels approaching threshold: Queue service levels exceeding threshold Steady Green Blinking Yellow Flashing Red • Visual indicator of contacts waiting for the group the user belongs to • Users receive real-time status of Contacts Waiting for their group • Customizable thresholds reflect urgency/service level targets • Displayable in the desktop and/or System Tray

  13. Agent Desktop - Team List and Team Bar Team List • Display real-time presence and availability information of users in the Contact Center, or in other areas of the enterprise • One click to collaborate: call, transfer to, conference in, consult with any user in the Team List or Team Bar • User can choose which members are displayed in the Team Bar Team Bar

  14. Available Talking Work Unavailable Logged Off Team List and Team Bar • Identify real-time presence and availability of peers, supervisors, ‘extended’ call center agents or other business users • Convenient single-click to communicate (transfer, consult, conference)

  15. Agent Desktop – Speed Dial and LDAP Directory Speed Dial List • Fast and easy retrieval of internal and external contact information • One click to call • Choose from multiple telephone numbers- i.e.Office, Mobile, Home • Connectivity to an existing directory • Directory entries may be added to Speed Dial List Speed Dial Bar LDAP Directory Integration

  16. Presence and Collaboration Tools –Features and Benefits Features • Innovative GUI design, utilizing familiar Microsoft conventions • “Tear-off and Park” toolbars • Team List and Team Bar – real-time visual indicators of team member availability • Personal Performance Statistics – Real-time performance statistics right on the user’s desktop Benefits • Minimize need for user training • Enhances user productivity and satisfaction • Eliminate blind transfers, facilitate first contact resolution

  17. Associate Desktop • Associate desktop • For part-time or informal agent, knowledge workersand other ‘extended’ contact center users • Streamlined agent feature set with smaller footprint • Provides communication and telephony productivity tools • Extend call center to the enterprise for 1st contact resolution (in conjunction with Team List/Team Bar)

  18. 1) Customer places call; the call isenqueued forthe appropriategroup of agents. 4) When the customerissue is resolved, theagent enters wrap-up reason(s) and disconnects. They can then - become available- go into Work mode or Unavailable state. 2) Agent is logged onand available. Screen-pop is receivedwith all relevant customer information. Using the softphoneor telephone controls,the call is accepted. 3) If required, the agent can conferenceor consult with other team members on thebasis of real-timepresence and availability informationin the Team Bar. Scenario – Handling Incoming Calls Using Presence and Collaboration

  19. 3) The senior billing agent, using the Associate desktop, is engaged in real-time consultation with the agent, and provides the approval required to resolve the customer’s issue on first contact 2) The agent requires immediateauthorization from asenior billing agent to allow removal of service charge – there are four senior billing agents on duty, of which only one is currently available for consultation Scenario – Agent Requires Special Authorization 1) An agent in the “Billing” group receives a call from an upset customer, requiring special authorization to remove a questionable service charge on their bill

  20. 3) The available expert, one of the company’s server specialists, is conferenced in via Agile’s Associate Desktop.He is able to resolve the customer’s problem right away. 1) A customer calls the ABC Server Company’s helpdesk with a support question on a server he had recently bought . 2) The agent identifies the question as highly technical, and not being able to resolve the customer issue on her own, conferences in a technical expert. 4) The expert leaves the call when the technical issue is resolved, leaving it up to the helpdesk agent to wrap-up the call with the customer. Scenario – Agent Requires Expert Assistance

  21. 4) The overflow agents handle the increased call volumes, returning the call center to target service levels and avoiding abandoned calls 1) VP Customer Service notices on a serious increase in customer wait times and calls in queue, and sees very few agents currently available 2) The VP confirms Tom Cullen, one of the supervisors on duty, is available and initiates contact via the Team Bar 3) Tom is advised of situation in real-time, and notifies overflow agents to log on as ‘Available’ immediately via instant Broadcaster message to targeted users Scenario – Executive Perspective Using Associate desktop

  22. HiPath ProCenter Agile – Manager Desktop

  23. Manager Desktop Consolidated Manager’s desktop - • System Configuration • User Administration • Routing Strategies • Call Processing Flows • Real-Time, Cumulative and Historical Reports Common integrated tools Highly flexible and visual

  24. Manager Desktop Administration Center – Define and administer Users, Groups, Queues and Devices Broadcast Center – Define and administer Wallboard and Broadcaster views Report Center – Create and view Real-Time, Cumulative and Historical Reports Design Center – Create Routing Strategies, Call Director IVR and Queue Processing Flows Telephony Center – Synchronize with Telephony Platform and Device Resources

  25. Manager Desktop – Administration Center Define and administer: • Users • Profiles • Groups • Queues • Departments • Work Reasons • Unavailable Reasons • Wrap-up Reasons • Servers • Notifications • Audio Files • Wallboards

  26. Manager Desktop – Broadcast Center Define and Administer Wallboards and Broadcaster Views • Keep contact center personnel informed with customizable messages and valuable real-time statistical data • Information delivered to Wallboards or directly to the agent’s desktop via Broadcaster ‘ticker tape’ • Configurable alarms alert agents that an important operating thresholdhas been breached. • Alert users by changing text color, font, bolding, italic, underline, and flashing • Easy point-and-click setup for rules-based Wallboard and Broadcaster ‘ticker tape’ output

  27. Manager Desktop – Design Center • Create Routing Strategies, Call and Queue Processing Flows • Designed for the business user, rather than IT specialist or programmer • Intuitive visual drag-and-drop workflow-style designer • Automatically checks and validates call handling and routing designs as they are created

  28. Design Center – Sample Workflow Source/Destination Decision Schedule Disconnect Message Enqueue Start of Routing Strategy Flow Transfer Performance Decision Requeue Decision

  29. Call Director – Call Processor • Call menu prompting allows caller to navigate through menu and choose options • Caller inputted digit collection (e.g. customer number) • Dynamic passing of call data to Agent desktop • Intelligent announcements in queue (e.g. expected wait time) • Supports 4 to 64 ports

  30. Real-Time and Cumulative Reports Views • Point and click user defined report view definitions – graphical and tabular • Built-in analytic model predicts trends in operating conditions • Configurable alerts and notifications • Automatically updated on screen at configurable refresh intervals

  31. Historical Reporting Views • Unlimited user-defined historical reports • Customizable views (move/hide columns), expand and collapse data • Reports can be scheduled, printed, viewed on-demand or exported to Excel, HTML or PDF • 14 templates provided

  32. Call-by-Call Activity Log • Search and view call details by User or by Source Number (ANI/CLID) • Ability to track call-by-call information • Can be used for auditing progression of a particular call, or examining detailed agent activity during a shift • Definable time windows, collapsible data views

  33. Manager Desktop – Telephony Center • Simplifies synchronization of telephony platform and HiPath ProCenter Agile configurations • Reduces duplicate administration tasks • Logs configuration errors

  34. HiPath ProCenter Agile Summary and Benefits

  35. HiPath ProCenter Agile A Presence-Enhanced Contact Center Solution Optimized for the Small and Medium Size Enterprise • Intelligent call routing and queuing • Unprecedented presence management tools • Call handling productivity tools • Simplified administration tools • Flexible, visual real-time monitoring and reporting • Implement in days, reduced training,faster start-up • IP-Ready and cross-platform support

  36. HiPath ProCenter Agile Benefits Improve Customer Satisfaction with Presence-Enhanced Contact Center Increase User Productivity with Powerful yet Simplified Agent and Manager Desktops Simple to Implement and Maintain, yet Designed for Growth and Evolution

  37. HiPath ProCenter Agile

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