hipath procenter enterprise v7-0 customer presentation

HiPath ProCenter EnterpriseEmpowered To Drive First-Contact Resolution

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Todays Contact Center Challenges and Mandates

Improve Customer Satisfaction Drive Cost Efficiency Increase Revenues Enhance Productivity

First-Contact Resolution Is The Key Driver !

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Siemens Communications

First-Contact Resolution and Customer Satisfaction90% 80% 70% 60% 50% 40% High Customer Satisfaction First Call Resolution Avg. Customer Satisfaction First Call Resolution

82%

83%

Avg. Calls to Resolve Inquiry: 1.5


65%

68%


53%Low Customer Satisfaction

54%

First Call Resolution

Source: SQM Consulting Group Field Research, 2006 - Used with Permission

First-contact resolution is tightly correlated with customer satisfaction Contact centers experiencing high customer satisfaction offer high firstcontact resolution ratesSiemens Communications

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First-Contact Resolution and Cost EfficiencyAvg. Calls to Resolve Avg. Cost per Call

Annual Call Volume

Operating Cost

1.5 Contact Center Average 1.4 1.3 1.2 1.0

2,250,000 2,100,000 1,950,000 1,800,000 1,500,000

$7.00 $7.00 $7.00 $7.00 $7.00

$15,750,000 $14,700,000 $13,650,000 $12,600,000 $10,500,000 $1,050,000 $2,100,000 $3,150,000 $5,250,000

Current Performance

Performance Improvement Example Savings

Source: SQM Consulting Group Field Research, 2006 - Used with Permission

First-contact resolution can have a great impact on operating costs Improving first-contact resolution rate means lower total call volumesSiemens Communications

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First-Contact Resolution and Revenue Generation70%Source: SQM Consulting Group Field Research, 2006 Used with Permission

61%

60% 50% 40% 30% 20% 10% 0% 1 Call Resolution 61% 2 Calls or More 39% 39%

Percentage of Customers Who Accepted Offer

Customers are more likely to accept offers when service issue is resolved on first-contact Cross-sell, up-sell and follow-on offers are more likely to generate revenueSiemens Communications

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The Impact of First-Contact ResolutionEfficiency Impact the absence of first call resolution has been found to account for up to of 30% of a call centers operational cost

Satisfaction Impact the inability to reach the right person with the right information drives 60% of customer service dissatisfaction

Loyalty Impact customers who experience problems that are dealt with quickly and easily have a repurchase intention rate of 89%

Why? Repeat Calls Duplicate Media Contacts Required callback(s) Misdirected Contacts Costly Escalations Muddling Through

Why? Dead/Blind Transfers Transfers to Voicemail Re-queuing Promised Callbacks Partial/Unsatisfactory Responses Unresolved Problems

Why? Customer Catharsis I Can Count On You Trust = Customer Equity Opportunity to Exceed Expectations Wow Factor Issue is ResolvedSources: Call Center Managers Forum, Purdue University

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The HiPath ProCenter Enterprise Difference

Maximize First-Contact Resolution

Deploy Easily with Reduced Complexity

Highly Usable, Visual End-User Interfaces

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Empowered To Drive First-Contact Resolution Integrated, multimedia presence and collaboration tools Streamlined extended desktops for enterprise users Leverage roaming experts Advanced skills-based routing Accessibility by voice, Web, email, outbound, IVR self-service Automated contact scripting screen pop Contact wrap-up tracking and reporting Simultaneous mixed-media capabilities(((

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Empowered To Drive First-Contact ResolutionIntegrated, multimedia presence and collaboration tools Streamlined extended desktops for enterprise users Leverage roaming experts via VoWLAN Advanced skills-based routing Voice, Web, email, outbound, self-service accessibility Automated contact scripting screen pop Contact wrap-up tracking and reporting Simultaneous mixed-media capabilitiesPage 9

Rapidly identify available resources with the right skills and knowledge to assist in resolving on customer issues in real-time Allow users across the enterprise to become part of the communication fabric of the contact center Leverage knowledge workers and experts regardless of their immediate location via Wireless Match specific contact type and requirements with the agent subject matter knowledge and skills Multimedia accessibility means customers can contact you by most effective media, anytime Ensure agents receive situation-specific handling script as guidance, based on contact type Allow agents to capture contact resolution outcomes and provide management reporting Richer, multi-modal communications offer more information options to the customerSiemens Communications

Deploy Easily With Reduced Complexity Highly packaged and modular Unified, single application base Small to large, simple to sophisticated, TDM to IP Reduced implementation services complexity Automated upgrades and migration Available pre-built integrations

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Highly Usable, Visual End-User Interfaces

For Agents Innovative, easy-to-use desktop tools Best-of-breed agent feedback and productivity tools Convenient tear-off-and-park screen elements and toolbars Permission-based customizable desktops For Managers Unified, visual management tools Intuitive, workflow-style routing designer Flexible, visual reporting Point-and-click capabilities (no scripting)Page 11 Siemens Communications

HiPath ProCenter Portfolio Industry Expert Opinions

Deploy Easily with Reduced Complexity"Enterprises value contact center solutions that support appropriate levels of functionality and can be quickly and costeffectively extended with preintegrated, add-on or third-party applications. Siemens is providing a component-based, certified integration that helps enterprises meet today's customer requirements and opportunities."Joe Outlaw, principal analyst of contact center solutions with Current Analysis.

Maximize First-Contact Resolution"We continue to see the adoption of presence and collaboration tools in enterprise applications, and for the contact center, purpose-based presence capabilities are well aligned with the operational goals of first-contact resolution, productivity and customer satisfaction."Drew Kraus, Gartner's Research Director for Contact Center Infrastructure

Highly Usable, Visual End-User Interfaces"Within HiPath ProCenter Enterprise's Manager desktop, the Design Center is the most sophisticated and usable tool we have found for allowing a business user to easily build sophisticated voice and multimedia routing strategies using visual drag and drag drop workflow tools.Ed Mier, president of Miercom, an independent product-test center and primary reviewer for Business Communications Review magazine.

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HiPath ProCenter Portfolio Market Acceptance

Available globally in 70 countries and 6 languages Over 1,600 contact center systems shipped in FY2005

Gartner Magic Quadrant Leader for Contact Center 2006 (EMEA) Patented multimedia skills-based routing Unique Industry First integrated presence and collaboration tools Nearly a decade of global experienceSiemens Communications

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HiPath ProCenter Portfolio Industry Recognition

Aug 2005

Miercom BCR Awards Best Call-Flow Design, IP Contact Center to HiPath ProCenter

HiPath ProCenter Solution Takes Second Place in Network Computing "IP Contact Center Round-upJune 2005 SAP Pinnacle Award

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Agent Desktop and Contact Handling

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Leadership in User Experience Client Desktops Highly refined, highly usable GUI design Intuitive, visual agent tools Multiple enterprise user desktop options Flexible, tear off and park toolbars

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Leadership in User Experience Agent Blended Agent Desktop for multimedia interaction handling Flexible and customizable for enhanced usability Multi-language support, changes between languages on the flyAgent State Controls Broadcaster Ticker Tape Softphone Controls Feature Controls and Indicators

Personal Performance Bar Speed Bar Team Bar

Media Controls

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Streamlined Multimedia Contact Handling Voice Intuitive softphone to streamline voice interaction handling Screen-pop with contact details and customer data synchronized with each incoming call Directory tab with data from an LDAP directory lookup Convenient access to Wrap-up reason codes that can be tracked and reported on

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Streamlined Multimedia Contact Handling Email Intuitive blended desktop for handling email contacts Screen-pop with sender and contact details synchronized with each incoming email Directory tab with data from an LDAP directory lookup Convenient access to Wrap-up reason codesPage 19 Siemens Communications

Streamlined Multimedia Contact Handling Email Internal and external email forwarding and consultation Auto-suggest templates library Thread history for email interactions Additional Client Search functionality Enable agents and supervisors to understand the sequence of interactions leading to a satisfactory resolutionPage 20 Siemens Communications

Streamlined Multimedia Contact Handling Web Collaboration Web chat interaction handling in one blended, intuitive agent desktop Screen-pop with contact details and data Directory tab with data from an LDAP directory lookup Convenient access to wrap-up reason codes

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Streamlined Multimedia Contact Handling Web Collaboration Invite participants to collaborate with two or more parties in a session Automatically inserts agent standard greeting Provides library of standard phrases and push URLs by contact type Escorted browsing functionality enables agent to guide customer through a sequence of Web pagesPage 22 Siemens Communications

Streamlined Multimedia Contact Handling Callback Actively reach out to your customers Agent initiated and web requested callback Automated callback on abandon in queue Integrated preview dialer Callbacks routed by matching agent skills and availability with call requirements Unified inbound/outbound queue helps improving agent utilizationPage 23 Siemens Communications

Streamlined Multimedia Contact Handling Outbound Run campaigns or one-to-one marketing calls, execute customer surveys Outbound calls routed by matching agent skills and availability with call requirements Convenient access to configurable Wrap-up reasons to document the success of campaigns or the outcome of customer surveys

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But, The Agent Cant Always Do It AloneState: unavailable States: available talking working Subject Matter Experts Manager / Knowledge Worker

agents rely on assistance from others to resolve more than 25% of difficult, sensitive or urgent customer calls Source: Siemens Communications / CRMxChange Survey, 2006

Contact Center Agent State: available Customer Caller

Supervisor

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Leveraging the Knowledge and Expertise of The Extended Enterprise

Enterprise Users / Knowledge Workers Distributed / Remote AgentsWeb Collaboration Voice over WLAN Collaboration

Contact Center Agents

Email Collaboration

Voice Collaboration

Allows users to view real-time availability, communicate and collaborate with team members across the enterprise, regardless of location or mediaPage 26 Siemens Communications

Presence and Collaboration Tools Fully integrated in Agent or Associate E desktop Visual icons communicate presence statusAvailable

Unavailable

Availability reasons offer context information Automated user state changes where possible View presence by job role, department, availability status One click to collaborate including shared customer contact data screen popTalking

Processing Email

Processing Web

Working

Logged Off Page 27 Siemens Communications

Team List and Team Bar Visually monitor the immediate presence and availability of users across voice, email and Web media Instantly identify who is available to accept a call transfer or assist in a Web or email interaction One-click to communicate makes collaboration fast and easy across the enterprise Select user for collaboration based on area of expertise or readiness to communicate

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Speed List and Speed Bar Fast and easy retrieval of contact information for frequent internal and external contacts Add entries from and integrated LDAP Directory to the Speed List with just a mouse click One click to communicate via phone or email

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LDAP Directory Integration Access to unlimited LDAP data Convenient search functionality Add directory entries to the Speed List / Speed Bar Multimedia productivity beyond the boundaries of the contact center

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Manager Desktop

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Leadership in User Experience Manager Desktop A consolidated, intuitive user interface Unified, visual management tools Best-of-breed, workflow-style routing designer Flexible, visual reporting Point-and-click capabilities

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HiPath ProCenter Manager Design Center Drag-and drop Design Editor Visual design tool for multimedia routing and queue processing flows Unified access to all media Library of configurable, reusable components Strategies and flows checked and validated for completeness in real-time

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HiPath ProCenter Manager Inbound Voice Workflow-style interface for voice routing strategies and queue processing flows Fully integrated IVR (HiPath ProCenter Call Director) Library of configurable, reusable components such as Time of day/day of week schedules Source/destination decisions Performance level decisions Data directed routing decisions

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Integrated IVR HiPath ProCenter Call Director Fully integrated in Design Center workflow Auto-answer, greetings, intelligent messages and announcements Menus and caller navigation for automated pre-routing Digit collection and related screen pop External open database ODBC read / write access Custom components to execute virtually any routine or external application Dynamic, multi-format Numbers-to-Speech playback

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HiPath ProCenter Networking Workflow-style interface to define call networking between up to five contact center sites Distribute calls between sites with components like: Time of Day / Day of Week Schedules Local Performance and Distribution Decisions based on real-time statistics at site or queue level Best Site and Preferred Site Routing options

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Multi-site Networking Components

Schedules Enable networking based on contact center business hours or Follow-the-Sun Routing Local Performance Decisions Influence networking decisions based on local real-time operational statistics such as Number of Available Users, Service Level, Number of Enqueued Contacts, User Utilization at queue or site level Distribution Decisions Influence networking decisions based on real-time operational statistics at the remote site (Number of Available Users, Service Level, Number of Enqueued Contacts, User Utilization at queue or site level) Network Selection Network contacts based on Preferred Site or Service Level Decisions Keep Local enables keeping all incoming contacts at the local site

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Multi-site Networking Benefits Define and view Networking flows in a visual, workflow-style interface Combine multiple criteria into one networking decision flow Use statistics of the local and remote site as a basis for networking decisions Make networking decisions based on statistics at the site, as well as queue levelVisual, Workflow-style Design Center

Combine Multiple Networking CriteriaAND AND AND Estimated Wait Time

Number of Available Users

Current Service Level

Number of Calls in Queue

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HiPath ProCenter Manager Email Unified routing engine to categorize, route and queue email interactions Visual, workflow-style interface to define routing strategies and queue processing flows Email categorizations based on content analysis of subject line and body text Auto-acknowledgement, autoresponse and auto-suggest Enables closed loop tracking

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HiPath ProCenter Manager Web Collaboration Unified routing engine to categorize, route and queue web collaboration interactions Visual, workflow-style interface to define routing strategies and queue processing flows Automatic Web page and text message push Escorted browsing and configurable library of message templates and push URLs Enables closed loop tracking

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HiPath ProCenter Manager Web Collaboration Configurable, reusable components to streamline defining routing and queue processing strategies Time of Day / Day of Week Schedules Auto-push text messages Performance Messages based on real-time operational statistics (e.g. contacts in queue, current service level, estimated wait time) Auto-push URLsPage 41 Siemens Communications

HiPath ProCenter Manager Callback Use skills-based routing to match callbacks with the best qualified available agent Blend inbound/outbound calls to improve agent utilization Multiple callback queues for different types of callback interactions Intuitive interface for agent defined callbacks to ensure follow-up Automate defining callbacks for customer calls abandoned in queue Web interface for customer requested callbacks

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HiPath ProCenter Manager Outbound Automatically import outbound campaign lists Load up to 10,000 calls outbound calls per list Pursue campaigns, make one-to one relationship marketing calls or execute customer surveys Match outbound call requirements with agent skills and availability Real-time and cumulative views to monitor outbound calling activity and campaign status in real-time Historical wrap-up reason reports to document campaign outcomes

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HiPath ProCenter Manager Report Center Point-and-click to define and view a virtually unlimited number of reports Real-time and cumulative views, alerts and notifications Graphical and tabular historical reports Blended media or media-specific Real-time performance views for networked sites Integrated trend analysis and projection

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HiPath ProCenter Manager Activity Reports Easy-to-use interface for detailed activity reports Examine the step-by-step progression of any incoming contact Review user activities for a specified time period Report on scheduled callbacks

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Reporting and Monitoring in a Networked Contact Center Environment Intuitive point-and-click interface for defining site-level reports Thresholds based on site-level real-time statistics such as Service Level or Estimated Wait Time Audio and visual alerts and notifications for any or all sites monitored Central Reporting Server provides historical reports for all networked sites

Real-Time Multi-Site Monitoring

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CRM Ready Integrations and Partners

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CRM Ready Integrations SAP SAP Certified CRM integrations for my SAP CRM, SAP CIC and ICI Intelligent routing of Voice and Email (CIC only) media Single agent login Consolidated desktop functionality within the SAP interface Screen pop delivery to agent desktop

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CRM Ready Integrations Siebel Siebel Validated integration with Siebel 7.8 Route voice calls to the most suitable agent with an associated screen pop Unified agent logon to a single Siebel desktop Unified softphone controls Real-time operational information delivered to agent desktops

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CRM Ready Integrations Microsoft Dynamics CRM Microsoft Integration capability with Microsoft Dynamics CRM as an included feature Easy to implement screen-pop functionality using a fully integrated component in Design Center Identify and retrieve customer record based on ANI or inputted digits Push screen-pop to agent desktop synchronized with each incoming call

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Partners and Interfaces Siemens partners with many industry leading vendors HiPath ProCenter Enterprise is pre-integrated with: XML interface for Workforce Optimization (e.g. Blue Pumpkin) Interalia XMU + and SBX devices Spectrum wallboards It offers standard interfaces for: LDAP Directories Screen pop API 3rd party IVR API (HPRI) Read/write to ODBC compliant external databasesPage 51 Siemens Communications

HiPath ProCenter Enterprise on the HiPath 8000

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HiPath ProCenter Enterprise on the HiPath 8000Provides full feature set on a HiPath 8000 SIP-based IP Communication Platform: Multimedia group-based or skills-based routing Intuitive single point of management and administration Powerful, flexible historical reporting Real-time and cumulative monitoring with alerts and notifications HiPath ProCenter Call Director: autoattendant and IVR functionality

HiPath 8000 users / SIP phone HiPath 8000

Attendant Console HiPath ProCenter Enterprise V7.0

Contact Center Users / Agent Desktop Extended Contact Center Users / SIP Phones

HiPath 8000 integration planned availability 4Q 2006 Page 53 Siemens Communications

HiPath ProCenter Enterprise on the HiPath 8000Client Desktops on HiPath 8000: Agent and Associate desktops for Contact Center and Enterprise users Attendant Console desktop Innovative Presence and Collaboration tools for Client desktops With LDAP directory integration, display device status for any user on HiPath 8000


HiPath ProCenter Enterprise Hosted Single Server Scenario: Business unit partitioning for the supervisor (routing, monitoring, reporting) Web-based reporting via HTML, Citrix client or SDK-enabled browser-based monitoring portal Multiple Server Scenario: Discreet multi-business unit support via multiple HiPath ProCenter servers Achieve High Scalability Up to 1,250 active agents per HiPath 4000 platform Over 2,000* active agents per HiPath 8000 platformHiPath 4000 or HiPath 8000*

HiPath ProCenter Server HiPath ProCenter Server HiPath ProCenter Server

Local or distributed on IP network* HiPath 8000 integration planned availability 4Q 2006 Page 55 Siemens Communications

HiPath ProCenter Attendant Console for HiPath 8000 Indicates the device status of every user on a HiPath 8000 One-click collaboration with transfer to user extension or voicemail Enhanced LDAP directory search Supports recall handling to avoid unsuccessful transfers Broadcaster ticker tape with real-time performance statistics for Attendant Groups Overflow routing rules as well as additional attendants Full contact center functionality for handling multimedia contacts


HiPath ProCenter Attendant Console for HiPath 8000Manager Application Allows Managing and Monitoring Console Groups: Real-time and cumulative views with trend analysis, alerts and notifications Detailed historical reports for console group performance


HiPath ProCenter Solution Customer Examples

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HiPath ProCenter Enterprise V7.0 Customer ProfileManufacturingHiPath Solutions Landscape: HiPath ProCenter Enterprise V7.0 with Inbound Voice, Email, Outbound, Agent Desktops and CRM Integration (planning for Web Collaboration) HiPath 4000 Real-Time IP System HiPath Xpressions V4.0 Unified Messaging International company with headquarters in the US, remote contact center location in Canada Desktop features for email routing are so easy to use agents required minimum assistance to handle the new media 98% of agents are using Speed List and Team Bar to streamline contact handling Broadcaster ticker tape displays key operational statistics in real-time, enabling agents to pace contact handling accordingly

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Customer Examples: Understanding Customer NeedsInsurance Life Insurance company based in Nebraska 100 Agent Contact Center Extended Contact Center to part-time agents and knowledge workers New agents utilized Team Bar to collaborate with seasoned agents Managed time better through scheduling ad hoc breaks

Banking

Banking

Healthcare Serving 9 hospitals/medical facilities in Michigan Urgent medical patient calls legally require triage nurse consultation Presence tools on Agent desktop identify available triage nurse, can initiate consultation Potential future scenario for Email presence and collaboration to confirm urgent or complex booking requests

Largest Independent Financial Institution in Michigan 750 Agent Contact Center with email, Outbound and Multi-Site IP Networking HiPath ProCenter Prompt Response IVR (VoiceXML) 4 departments use Team Bar to collaborate among Agents and across departments.

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Customer Examples: Understanding Customer NeedsInsurance Texas Association of School Boards: 108 Agents distributed over 4 office buildings Intuitive agent tools streamline contact handling and increase agent productivity Contact Center agents found the Agent desktop so intuitive that they discovered features on their own. Supervisors can make changes on the fly using the workflow-style Design Center

Government The contact center handles 1.6 million calls that Staffordshire police receive each year Enhanced the service delivered by four Public Service Desks - the solution allows the four desks to work as one virtual contact center ... we have been recommended as offering best practice by the Home Office for having virtual sites...

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HiPath ProCenter EnterpriseEmpowered To Drive First-Contact Resolution

HiPath ProCenter Enterprise V7.0 Published May 2006

Protection notice / Copyright notice

Backup

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HiPath ProCenter Portfolio

Multimedia Customer Access

Unified Routing and Reporting

Agent Feedback and Productivity Tools

Presence and Collaboration

Products

TDM

IP

SIP

Services

Partners

Communications Infrastructure

Integration

Enhance Customer Satisfaction Increase Agent ProductivityPage 64

Lower Operating Costs Improve Decision MakingSiemens Communications

HiPath ProCenter Agile and Enterprise V7.0 Feature Summary

Product Positioning Target Segment Target Channel Telephony Platform(s) Scalability

Agile SME Contact Center / Call Handling Groups Indirect / Direct HiPath 3000 100 Active Agents (or platform limit)

Enterprise Mid-to-Large Contact Center Primarily Direct / Some Indirect HiPath 3000/4000/8000, Hicom 300 V6.6 2,000 + Active Agents New

(HiPath 8000 w/Multiple Servers) Routing Multimedia Groups-based / Agents in Multiple-Groups Email, Callback, Integrated IVR Groups or Skills-based, Multi-site New Email, Callback, Integrated IVR, New New Web Outbound IVR & Screen Pop API, MS CRM API, Witness (Blue Pumpkin) XML, SDK, New CRM Ready Integrations A La Carte New Siemens Communications

Integration

IVR API, Screen Pop API, MS CRM API, Witness (Blue Pumpkin) XML

Packaging Options Page 65

Streamlined Options, with Seamless Upgrade Path New to HiPath ProCenter Enterprise

hipath procenter enterprise v7-0 customer presentation

Documents

contact resolution rate

contact resolution protection

contact resolution outcomes

contact resolutionintegrated

contact cross

contact center average

resolution source

high customer satisfaction