Siemens announces v6.5 contact center applications.Siemens Communications, Inc., a provider of convergent technologies (company) Convergent Technologies - A company formed by a small group of people who left Intel Corporation in 1979. Convergent Technologies' first product was the IWS (Integrated Workstation) based on the Intel 8086, which ran Convergent Technologies Operating System - their first , products and services, has announced Versions 6.5 of its HiPath ProCenter Agile and ProCenter Standard contact center applications, building further on the product portfolio whose demographic is small to large enterprises across numerous industry sectors. Siemens' HiPath ProCenter V6.5 portfolio aims to enable enterprises to drive greater first-contact resolution of customer calls with faster call center administration, call processing In telecommunication, the term call processing has the following meanings:
The upgraded HiPath ProCenter Agile solution offers new features such as easy-to-implement e-mail management, scheduled callbacks and agents in multiple groups. It also provides integrated design The introduction to this article provides insufficient context for those unfamiliar with the subject matter. Please help [ improve the introduction] to meet Wikipedia's layout standards. You can discuss the issue on the talk page. capabilities for a basic IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. , as well as integration with Microsoft CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. . Agile can deliver intelligent call routing, graphical reporting and innovative productivity tools for agents and managers handling calls. HiPath ProCenter Agile includes an Associate Desktop that can facilitate enterprisewide collaboration and easily extend intelligent call routing features to employees who serve as overflow agents during peak traffic periods to ensure uniform response levels throughout the day. [ILLUSTRATION OMITTED] The upgraded HiPath ProCenter Standard solution includes enhancements such as full IVR support, advanced multimedia skills-based routing and a software developer toolkit for vertical business process integrations. As with the HiPath ProCenter Agile, presence tools are integrated into the Standard's application desktop. Also, as needed as needed prn. See prn order. , agents can quickly engage colleagues with the solution's one-click collaboration capabilities, whether in the office or remotely connected via an IP network. The entire portfolio's Agent and Associate desktop interfaces have been redesigned with intuitive Windows-based GUIs to reduce training time. User operating flexibility includes "tear-off-and-park" toolbars and an integrated ticker-tape display of real-time contact center operational statistics, and now includes outbound and callback capabilities. A contact log automatically tracks the details of all inbound and outbound interactions and provides single-click callback for added productivity. Both systems run in TDM (Time Division Multiplexing) A technology that transmits multiple signals simultaneously over a single transmission path. Each lower-speed signal is time sliced into one high-speed transmission. , converged or pure VoIP infrastructures. www.usa.siemens.com/communications |
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