HiPath ProCenter Solutions for Increased First Contact Resolution
As management, you continuously strive to meet the traditional day-to-day contact center challenges – efficient and effective customer handling, improved agent utilization and increased customer satisfaction. Additionally, industry research shows first call resolution also remains a key business objective, driving both contact center productivity and customer satisfaction.

Yet despite the influx of technology to help contact center agents become more efficient and effective in their work, first contact resolution remains an elusive goal for almost all companies. Why? Quite often, it’s because achieving first call resolution often requires knowledge, expertise or authorization beyond that of the answering agent in the contact center.

However, customer interaction is often limited to the contact center with little or no structure for managing customer interactions beyond its confines. Siemens has introduced unique presence management and collaboration tools into our contact center solutions that will help you optimize interaction management across the enterprise and increase first contact resolution.

With its’ HiPath ProCenter Portfolio, Siemens Communications is helping companies rethink how the contact center solution fits into the broader enterprise customer interaction environment.

Realize CRM Goals with Siemens HiPath ™ ProCenter ® Contact Center Solutions
Siemens HiPath ™ ProCenter ® Portfolio of products and services can help your company increase first contact resolution and improve ROI, while increasing customer revenue and retention. You can have immediate impact on your contact center efficiency with our integrated Presence Management and Collaboration tools along with industry-leading routing, monitoring and reporting tools. The HiPath ProCenter solutions also provide the ability to make real-time adjustments to routing, queuing and skill-setting parameters.

Siemens HiPath ProCenter Portfolio helps you address the challenges of operating a successful contact center in the real world – a world of new media, functional growth and enterprise application integration. We offer a range of solutions and services as part of the Siemens HiPath ProCenter Portfolio; each tailored for specific contact center requirements ranging in agent size and functional sophistication – from simple to highly advanced. The HiPath ProCenter solutions address three key contact center challenges:

  • Real-Time Communications to Optimize Customer Value - Leverage relationship value and maximize efficiency with every customer interaction through increased first contact resolution, tools that empower agents with presence management and information that allows for proactive management - all independent of location or media
  • Contact Center Productivity Without Complexity - Maximize management, supervisor and agent productivity through modular, unified solutions that are flexible as well as easy to implement, configure, use and upgrade
  • Evolve to IP with Investment Protection - Migrate contact centers to IP economically, evolve from small to large or from simple to complex functionality -changing as customers' business needs dictate - all through a single, financially stable vendor

HiPath Professional Services
Whether your company needs a network readiness assessment for VoIP or a custom contact center application, HiPath Professional Services can help. HiPath Professional Services provide a full-range of assessment and customization services, including benchmarking, design, implementation, and integration. These services leverage Siemens’ 150 years of telecommunications experience, and draw on our global resources and partnerships.

Siemens Global Strength

  • Siemens has over 155 years of experience in communications and is a leading supplier of innovative products and services in over 160 countries.
  • We link our 420,000 employees in a global knowledge network in order to serve over one million enterprises and 350 carriers.
  • Seventy percent of the U.S. Fortune 500 companies put their trust in Siemens’ solutions.
  • Siemens spends over $2.15 billion annually in Information and Communication technology research and development.
  • As the world's leading supplier of Voice over IP connections, our global footprint and expertise in contact centers enable us to deliver turnkey solutions of any scale and complexity throughout the world.
SIEMENS COMMUNICATIONS
A Defined Strategy to Lead the Market into the Next Generation of IP (2gIP)
Innovative Applications and Open Solutions
For more information about Siemens Contact Center Solutions, please submit the following form or contact us:
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Case Studies:

  • AGF Seguros, a Brazilian Insurance company uses Siemens ProCenter multimedia capabilities to reduce abandon rates and shorten call duration while increasing customer satisfaction
  • Digital Media Centers deploys HiPath ProCenter Advanced Suite and pre-integrated CRM Ready Kit for 60 agents in a matter of hours.
  • Texas Association of School Boards uses ProCenter Agile Presence Management features to empower agents and increase member satisfaction.
  • Farmers Insurance uses HiPath ProCenter with Email and Web Chat to increase first contact resolution rate to more than 80%.
  • Holland America cruise line brings employee retention to almost 100% with HiPath ProCenter and HiPath Teleworking solutions.
  • Internet Thailand reduces costs and improves call handling capabilities by extending HiPath ProCenter skills-based routing via VoIP to remote office

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