HiPath Pro Center is a complex solution for call centers of medium-sized and large enterprises.
Traditional call centers technologies do not satisfy requirements of excellent customer service with optimum employment of operators’ skills. Customers desire to be served individually by high-skilled agents. It has decisive importance for the success of business. With Hipath ProCenter skill-based routing is used to route calls to the most suitable agent. This allows customer calls to be processed in a much more targeted and efficient manner. At the same time, staff motivation is increased because the individual agents are given greater opportunities to use their specific skills. Hipath ProCenter consists of:
- HiPath ProCenter Entry
- HiPath ProCenter Standard
- HiPath ProCenter Advanced
HiPath ProCenter Entry
- Individual graphic report;
- Routing to the most skilled operator. It based on the client information taken from database or from the client.
- Dynamic change of configuration;
- Message Stream — external panel for real-time client data mapping;
- Interactive voice mail;
- Detailed calls report.
HiPath ProCenter Standard
- Routing to the most skilled agent;
- Integrated mail routing;
- Use of PC as an agent working place;
- Interactive functionality for the calls in the waiting list;
- Configuration modeling before its load to the system;
- Informing of any changes in the waiting list for all agents;
- Agents may be in different locations;
- Creation of configuration from a working place. The database will be loaded to the central server if you work in the network.
- Change of configuration any working place.
HiPath ProCenter Advanced
- Routing to the most skilled agent;
- Integration of additional functions (automatic calling of unserved calls, entering of outgoing calls list);
- Use of web-resources;
- Joint operation with CRM applications (SAP, Siebel, Goldmine, Clarify);
- Significant flexibility in usage of system resources;
- Virtual group routing capability is the heart of the solution, which intelligently determines the best possible match between a caller and an agent;
- Individual work with customers improves quality of service;
- Greater control when determining the most effective allocation of call center resources while servicing callers more efficiently.
- Solution oriented to future integration with all significant media resources.
