Siemens Announces New Contact Centre – CRM Product

Siemens has announced HiPath ProCenter Enterprise Version 7.0, describing the products as a new Internet protocol-ready contact center product designed to help enterprises improve first-contact resolution.

The product includes pre-built integrations with front-office CRM applications from Microsoft, SAP and Siebel Systems.

The company says ProCenter Enterprise product is designed to help enterprises improve the efficiencies of multiple customer interaction channels, including voice, e-mail and live Web interactions, using Siemens’ presence and collaboration tools.

Presence-driven applications are used to help front-line agents get real-time information about the availability of subject matter experts, and connect to them across various media types throughout the enterprise.

“Contact center industry research continues to demonstrate that first-contact resolution is a key driver of customer loyalty, revenue growth and operating cost effectiveness,” said Al Baker, vice president, Enterprise Division, Siemens Communications Inc. “This presence-driven product makes first-contact resolution possible even for highly complex or sensitive customer interactions.”

New product capabilities include extension of the HiPath ProCenter Design Center, a visual workflow-style desktop productivity tool which helps map preferred routings of voice and e-mail and includes the expanded ability to map sophisticated live Web interactions and multi-site networking strategies.

There’s also modular options to help meet the needs of specific contact centers and the ability to add features and scalability as needs change, as well as the Siemens HiPath 8000 IP-telephony platform integration for high-end, SIP contact center functionality.