Specifications

Applications For internal use only
P31003-H3560-X100-1-7618, 09/05
8-8 HiPath 3000/5000 V6.0, System Description
3000sb8.fm
HiPath ProCenter Agile Standard V6.5
Companies are nowadays under increasing pressure to meet growing customers’ demands for
higher levels of service. Routing, customer contact processing and administration are of key
importance to offering excellent customer service and increasing customer loyalty.
At the same time, you want to ensure that your agents have the necessary tools to efficiently
process contacts at all customer interaction interfaces. Your managers should also be issued
with user-friendly tools so that they can guarantee top-quality customer service and optimum
staff productivity.
Presence and cooperation in the contact center
HiPath ProCenter Agile satisfies not only the daily requirements of your contact center manag-
er and agents, it also delivers unique presence and cooperation tools. You can use these tools
to increase the initial contact resolution rate. These tools also make it easier to expand the cus-
tomer service team beyond the limits of the contact center and involve experts from other cor-
porate divisions in the process of problem resolution.
The HiPath ProCenter Agile Agent Desktop supplies contact processors with real-time data on
co-worker presence and availability, irrespective of their current location – even for external us-
ers or those operating from home.
Experts, managers or specialists from the entire company can use the function-optimized As-
sociate Desktop to advertise their skills to assist in resolving a customer problem.
Simplified contact center administration
HiPath ProCenter Agile features a standardized Manager Desktop with a flexible interface
based on the familiar Outlook screen layout. Thanks to the Manager Desktop, all administrative
functions can be designed and configured quickly and easily with a single integrated tool.
The Manager Desktop features the following work centers:
Users, groups, and resources can be defined in the Administration Center. User creation is
simplified with predefined, editable profiles and appropriate classes of service. With profiles
you can also control which contacts are processed by every user: voice, e-mail, callback or a
combination of these media.
Agents can be assigned multiple groups (up to ten) for the simplified configuration of individual
groups or for more complex contact editing strategies.
Views and real-time statistics for voice and e-mail can be defined in the Broadcast Center be-
fore being filtered and shown on wallboards and plasma display panels linked to the client or
transferred by means of streaming to Agent Desktops. Business rules, limits, and display pa-
rameters can be quickly defined for immediate use with simple point-and-click operations.
The Design Center features configurable, reusable components for use in intelligent group-
based routing concept and queue process sequences for voice and e-mail interaction. All in-
coming voice and e-mail contacts are analyzed, categorized, and forwarded on the basis of
these sequences.