1. HiPath ProCenter Agile

2. HiPath ProCenter Agile
A Presence-Enhanced Contact Center Solution
Optimized for the Small and Medium Size Enterprise
Increase User Productivity with Powerful yet Simplified Agent & Manager Desktops
Improve Customer Satisfaction with a Presence-enhanced Contact Center
Optimize Capital Investment with a Contact Center Solution that is Simple to Implement and Maintain, yet Designed for Growth and Evolution
HiPath ProCenter Agile will:
Increase User Productivity with Powerful yet Simplified Agent & Manager Desktops
Improve Customer Satisfaction with a Presence-enriched Contact Center
Optimize Capital Investment with a Contact Center Solution that is Simple to Implement and Maintain, yet Designed for Growth and Evolution
Let us show you how……..
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3. HiPath ProCenter Agile
Intelligent call routing and queuing
Call handling productivity tools
Presence and collaboration tools
Simplified administration tools
Caller menu prompts and navigation
Flexible, visual monitoring and reporting
HiPath ProCenter Agile is A Presence-Enhanced Contact Center Solution that is Optimized for the Small and Medium SizeEnterprise
As you have seen, ProCenter Agile has -
Intelligent call routing and queuing
Call handling productivity tools
Simplified administration tools
Caller menu prompts and navigation
Flexible, visual real-time monitoring
Easy to customize historical reporting
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4. HiPath ProCenter Agile – Focused on Users, Productivity & Flexibility
Complete, ready-to-run solution
Innovative, highly usable client desktops
Simplified functionality for “informal” call centers
Extend call center tools and functionality into the enterprise with targeted functionality and presence management
Reduced management complexity - simple to configure and maintain
IP-capable for remote users, branch locations or the entire call center
One day install without requiring professional services
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5. HiPath ProCenter Agile Agent Desktops
Now lets begin by looking at the HiPath ProCenter Agile Desktops and its Call Handling capabilities.

6. Agent Desktop
Call Handling and Contact Information
Login and Agent States
Softphone / Phone Controls
Contact Details Screen Pop
Screen-pop API for 3rd Party CRM
Contact Log
Presence and Collaboration Tools
Team List and Team Bar
Speed Dial List and Speed Dial Bar
LDAP Directory Integration
Performance Feedback and Productivity Tools
Personal Performance Statistics
Broadcaster
Contacts Waiting Indicator
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7. Agent Desktop One-click access to all important features
Speed Dial Bar
Team Bar
Feature Controls and Indicators
Agent State Controls
Telephony Controls
Personal Performance Bar
Broadcaster
Status Bar
The Agent Desktop for HiPath ProCenter Agile provides one-click access to all important features
It has an innovative GUI design, based on familiar Microsoft conventions making it easy to learn and use
The desktop can be fully compressed to ‘Icon mode’ allowing access to all features through the Windows system tray
One-click access to all important features
Innovative GUI design, featuring familiar Microsoft conventions
Desktop can be fully compressed to ‘Icon mode’ allowing access to all features through the Windows system tray
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8. Agent Desktop - “Tear-off and Park” toolbars
GUI can be adjusted to user’s preference for displaying toolbar information
Dock and undock toolbars simply by dragging or double-clicking
Place or move toolbars as required by e.g. other applications that may need to be accessed
Reformat and resize undocked toolbars as required
The Agent desktop GUI can be adjusted to user’s preference for displaying toolbar information
The user can Dock and undock toolbars simply by dragging them or double-clicking on them
Users can place or move toolbars as required by e.g. other applications that may need to be accessed
The toolbars can be reformatted and resized as required
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9. Agent Desktop – Multi-language Support
Multi-language support for:
German, English, Spanish, French, Italian and Portuguese
Simply change the language in the client application “on-the-fly”
ProCenter Agile provides Multi-language support for German, English, Spanish, French, Italian and Portuguese
One click changes the language in the client application “on-the-fly
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10. Agent Desktop- Personal Performance Statistics
Statistics displayed either as part of the Agent desktop or as a “Tear-off-and-Park” window
Personal Performance toolbar visually informs users of their adherence to defined thresholds
Cumulative information since “start of shift” updated in real-time
HiPath ProCenter Agile provides personal performance Statistics which are displayed either as part of the Agent desktop or asa “Tear-off-and-Park” window
The Personal Performance toolbar visually informs users of their adherence to defined thresholds
It also gives Cumulative information since “start of shift” updated in real-time
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11. Agent Desktop- Broadcaster
Integrated ‘ticker tape’ display of real-time contact center operational statistics and supervisor messages
Tear-off banner or dockable within the desktop
User can control motion, size, as well as speed and direction of the display
Like a “personal wallboard”, streamlining user productivity
The Broadcaster is an Integrated ‘ticker tape’ display of real-time contact center operational statistics and supervisor messages
The user or agent can Tear-off the broadcast banner or docking within the desktop
The User can control motion, size, as well as speed and direction of the display
Like a “personal wallboard”, this feature streamlines user productivity
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12. Agent Desktop – Contacts Waiting Indicator
: Queue service levels are within target
: Queue service levels approaching threshold : Queue service levels exceeding threshold
Steady Green
Blinking Yellow
Flashing Red
Visual indicator of contacts waiting for the group the user belongs to
Users receive real-time status of Contacts Waiting for their group
Customizable thresholds reflect urgency/service level targets
Displayable in the desktop and/or System Tray
The ProCenter Agile Agent desktop has a Visual indicator of contacts waiting for the group the user belongs to
Users receive real-time status of Contacts Waiting for their group
Customizable thresholds (set by the manager)reflect urgency/service level targets
The Contact Waiting indicator is displayable in the desktop and/or System Tray
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13. Agent Desktop - Team List and Team Bar
Display real-time presence and availability information of users in the Contact Center, or in other areas of the enterprise
One click to collaborate: call, transfer to, conference in, consult with any user in the Team List or Team Bar
User can choose which members are displayed in the Team Bar
Team Bar
HiPath ProCenter Agile has unprecedented Presence and Availability tools including a Team List and a Team Bar.
The Team list and Team Bar Display real-time presence and availability information of users in the Contact Center, or in other areas of the enterprise
These tools offer One click to collaborate: call, transfer to, conference in, consult with any user in the Team List or Team Bar
The User can choose which members are displayed in the Team Bar
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14. Convenient single-click to communicate (transfer, consult, conference)
Team List and Team Bar
Identify real-time presence and availability of peers, supervisors, ‘extended’ call center agents or other business users
Convenient single-click to communicate (transfer, consult, conference)
Available
Talking
Work
Unavailable
Logged Off
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15. Agent Desktop – Speed Dial and LDAP Directory
Speed Dial List
Fast and easy retrieval of internal and external contact information
One click to call
Choose from multiple telephone numbers- i.e.Office, Mobile, Home
Connectivity to an existing directory
Directory entries may be added to Speed Dial List
Speed Dial Bar
HiPath ProCenter Agile has integrated Speed Dial features built into the Agent Desktop . These offer fast and easy retrieval of internal and external contact information
They provide One click to calling capabilities
The user can choose from multiple telephone numbers- i.e.Office, Mobile, Home
HiPath ProCenter Agile can also be Connected to an existing corporate directory
The Directory entries may be added to Speed Dial List
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LDAP
Directory
Integration

16. Presence and Collaboration Tools – Features and Benefits
Innovative GUI design, utilizing familiar Microsoft conventions
“Tear-off and Park” toolbars
Team List and Team Bar – real-time visual indicators of team member availability
Personal Performance Statistics – Real-time performance statistics right on the user’s desktop
Benefits
Minimize need for user training
Enhances user productivity and satisfaction
Eliminate blind transfers, facilitate first contact resolution
HiPath ProCenter Agile Presence and Availability Features include -
Team List and Team Bar – real-time visual indicators of team member availability
Speed Dial List and Speed Dial Bar – one-click to communicate, within the Contact Center or beyond
Connect to existing Directories – facilitate communication beyond the boundaries of the Contact Center
The Benefits of these features is
Elimination of unsuccessful, unproductive transfer / consult / conference attempts
Increased first contact resolution, enhancing customer and agent satisfaction
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17. Associate Desktop Associate desktop
For part-time or informal agent, knowledge workers and other ‘extended’ contact center users
Streamlined agent feature set with smaller footprint
Provides communication and telephony productivity tools
Extend call center to the enterprise for 1st contact resolution (in conjunction with Team List/Team Bar)
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18. Using the softphone or telephone controls, the call is accepted.
Scenario –
Handling Incoming Calls Using Presence and Collaboration
2) Agent is logged on and available. Screen-pop is received with all relevant
customer information.
Using the softphone or telephone controls, the call is accepted.
4) When the customer issue is resolved, the agent enters wrap-up reason(s) and disconnects. They can then - become available - go into Work mode or
Unavailable state.
1) Customer places call; the call is enqueued for the appropriate group of agents.
3) If required, the agent
can conference or consult with other team members on the basis of real-time presence and availability information in the Team Bar.
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19. Agent Requires Special Authorization
Scenario –
Agent Requires Special Authorization
2) The agent requires immediate authorization from a senior billing agent to allow removal of service charge – there are four senior billing agents on duty, of which only one is currently available for consultation
3) The senior billing agent, using the Associate desktop, is engaged in real-time consultation with the agent, and provides the approval required to resolve the customer’s issue on first contact
1) An agent in the “Billing” group receives a call from an upset customer, requiring special authorization to remove a questionable service charge on their bill
Agent is in work state
Constant overview over her own statistics and adherence to thresholds
CC experiences sudden surge in incoming calls
Agent is notified of this by: - Calls Waiting Indicator
Broadcaster Ticker Tape: shows high number of calls waiting for group, display changes from normal (green) to red and blinks In addition: Manual Intervention by Supervisor: - broadcasts a special message to the agents in this group to go Available ASAP
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20. conferences in a technical expert.
Scenario –
Agent Requires Expert Assistance
2) The agent identifies the question as highly technical, and not being able to resolve the customer issue on her own,
conferences in a technical expert.
4) The expert leaves the call when the technical issue is resolved, leaving it up to the helpdesk agent to wrap-up the call with the customer.
3) The available expert, one of the company’s server specialists, is conferenced in via Agile’s Associate Desktop. He is able to resolve the customer’s problem right away.
1) A customer calls the ABC Server Company’s helpdesk with a support question on a server he had recently bought .
Agent is in work state
Constant overview over her own statistics and adherence to thresholds
CC experiences sudden surge in incoming calls
Agent is notified of this by: - Calls Waiting Indicator
Broadcaster Ticker Tape: shows high number of calls waiting for group, display changes from normal (green) to red and blinks In addition: Manual Intervention by Supervisor: - broadcasts a special message to the agents in this group to go Available ASAP
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21. Executive Perspective Using Associate desktop
Scenario –
Executive Perspective Using Associate desktop
2) The VP confirms Tom Cullen, one of the supervisors on duty, is available and initiates contact via the Team Bar
3) Tom is advised of situation in real-time, and notifies overflow agents to log on
as ‘Available’ immediately via instant Broadcaster
message to targeted users
4) The overflow agents handle the increased call volumes, returning the call center to target service levels and avoiding abandoned calls
1) VP Customer Service notices on a serious increase in customer wait times and calls in queue, and sees very few agents currently available
Agent is in work state
Constant overview over her own statistics and adherence to thresholds
CC experiences sudden surge in incoming calls
Agent is notified of this by: - Calls Waiting Indicator
Broadcaster Ticker Tape: shows high number of calls waiting for group, display changes from normal (green) to red and blinks In addition: Manual Intervention by Supervisor: - broadcasts a special message to the agents in this group to go Available ASAP
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22. HiPath ProCenter Agile – Manager Desktop
Now we are going to go into the management capabilities of HiPath ProCenter Agile.

23. Manager Desktop Consolidated Manager’s desktop - System Configuration
User Administration
Routing Strategies
Call Processing Flows
Real-Time, Cumulative and Historical Reports
Common integrated tools
Highly flexible and visual
The Manager Desktop of HiPath ProCenter Agile Consolidates a number of tools -
System Configuration
User Administration
Routing Strategies
Call Processing Flows
Real-Time, Cumulative and Historical Reports
The ProCenter Agile offers a Highly flexible and visual Manager Desktop
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24. Manager Desktop
Administration Center – Define and administer Users, Groups, Queues and Devices
Broadcast Center – Define and administer Wallboard and Broadcaster views
Report Center – Create and view Real-Time, Cumulative and Historical Reports
Design Center – Create Routing Strategies, Call Director IVR and Queue Processing Flows
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Telephony Center – Synchronize with Telephony Platform and Device Resources

25. Manager Desktop – Administration Center
Define and administer:
Users
Profiles
Groups
Queues
Departments
Work Reasons
Unavailable Reasons
Wrap-up Reasons
Servers
Notifications
Audio Files
Wallboards
The Administration Center in the ProCenter Manager Desktop is used to Define and administer such things as
Users
Profiles
Groups
Queues
Departments
Work Reasons
Unavailable Reasons
Wrap-up Reasons
Servers
Notifications
Audio Files
Wallboards
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26. Manager Desktop – Broadcast Center
Define and Administer Wallboards and Broadcaster Views
Keep contact center personnel informed with customizable messages and valuable real-time statistical data
Information delivered to Wallboards or directly to the agent’s desktop via Broadcaster ‘ticker tape’
Configurable alarms alert agents that an important operating threshold has been breached.
Alert users by changing text color, font, bolding, italic, underline, and flashing
Easy point-and-click setup for rules-based Wallboard and Broadcaster ‘ticker tape’ output
The Broadcast Center which is part of the Manager Desktop is used to
Define and Administer Wallboards and Broadcaster Views
The Broadcaster feature Keeps contact center personnel informed with customizable messages and valuable real-time statistical data
The Information can be delivered to Wallboards or directly to the agent’s desktop via Broadcaster ‘ticker tape’
It provides Configurable alarms that alert agents that an important operating threshold has been breached.
The Broadcaster Alerts users by changing text color, font, bolding, italic, underline, and flashing
Managers can use the Easy point-and-click setup for rules-based Wallboard and Broadcaster ‘ticker tape’ output
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27. Manager Desktop – Design Center
Create Routing Strategies, Call and Queue Processing Flows
Designed for the business user, rather than IT specialist or programmer
Intuitive visual drag-and-drop workflow-style designer
Automatically checks and validates call handling and routing designs as they are created
The Manager Desktop has a unique Design Center to Create Routing Strategies, Call and Queue Processing Flows
This feature is designed for the business user, rather than IT specialist or programmer
It is an Intuitive visual drag-and-drop workflow-style designer
The Design Center automatically checks and validates call handling and routing designs as they are created
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28. Design Center – Sample Workflow
Message
Disconnect
Schedule
Source/Destination Decision
Enqueue
Start of Routing Strategy Flow
Speaker –
Use the text in the ‘call out ‘ boxes to describe some of the sample workflow – do no read every box
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Transfer
Requeue Decision
Performance Decision

29. Call Director – Call Processor
Call menu prompting allows caller to navigate through menu and choose options
Caller inputted digit collection (e.g. customer number)
Dynamic passing of call data to Agent desktop
Intelligent announcements in queue (e.g. expected wait time)
Supports 4 to 64 ports
ProCenter Agile also has an optional integrated call processor called Call Director. This provides Call menu prompting allowing callers to navigate through menu and choose options
It provides caller inputted digit collection (e.g. customer number) and dynamic passing of call data to Agent desktop
Call Director also offers Intelligent announcements in queue (e.g. expected wait time) and supports 4 to 64 ports
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30. Real-Time and Cumulative Reports Views
Point and click user defined report view definitions – graphical and tabular
Built-in analytic model predicts trends in operating conditions
Configurable alerts and notifications
Automatically updated on screen at configurable refresh intervals
ProCenter Agile gives Real-Time and Cumulative Report Views
The manager can Point and click for user defined report view definitions – either graphical and tabular
There is a Built-in analytic model that predicts trends in operating conditions
Configurable alerts and notifications are available
The real-time reports are automatically updated on screen at configurable refresh intervals –the minimum refresh rate is ten seconds
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31. Historical Reporting Views
Unlimited user-defined historical reports
Customizable views (move/hide columns), expand and collapse data
Reports can be scheduled, printed, viewed on-demand or exported to Excel, HTML or PDF
14 templates provided
ProCenter Agile also provides unlimited user-defined historical reports
These reports have customizable views (move/hide columns), expand and collapse data
The reports can be scheduled, printed, viewed on-demand or exported to Excel, HTML or PDF
14 report templates provided as standard with ProCenter Agile
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32. Call-by-Call Activity Log
Search and view call details by User or by Source Number (ANI/CLID)
Ability to track call-by-call information
Can be used for auditing progression of a particular call, or examining detailed agent activity during a shift
Definable time windows, collapsible data views
The Call-by-Call Activity Log in ProCenter Agile allows managers to search and view call details by User or by Source Number (ANI/CLID)
It provides the ability to track call-by-call information
This feature can be used for auditing progression of a particular call, or examining detailed agent activity during a shift
It offers definable time windows and collapsible data views
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33. Manager Desktop – Telephony Center
Simplifies synchronization of telephony platform and HiPath ProCenter Agile configurations
Reduces duplicate administration tasks
Logs configuration errors
The HiPath ProCenter Agile Manager Desktop has a Telephony Center to Simplify the synchronization of the telephony platform and HiPath ProCenter Agile configurations
Reduces duplicate administration tasks
Logs configuration errors
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34. HiPath ProCenter Agile Summary and Benefits

35. HiPath ProCenter Agile
A Presence-Enhanced Contact Center Solution
Optimized for the Small and Medium Size Enterprise
Intelligent call routing and queuing
Unprecedented presence management tools
Call handling productivity tools
Simplified administration tools
Flexible, visual real-time monitoring and reporting
Implement in days, reduced training,faster start-up
IP-Ready and cross-platform support
HiPath ProCenter Agile is A Presence-Enhanced Contact Center Solution that is Optimized for the Small and Medium SizeEnterprise
As you have seen, ProCenter Agile has -
Intelligent call routing and queuing
Call handling productivity tools
Simplified administration tools
Caller menu prompts and navigation
Flexible, visual real-time monitoring
Easy to customize historical reporting
7/21/ page 35

36. HiPath ProCenter Agile Benefits
Improve Customer Satisfaction with Presence-Enhanced Contact Center
Increase User Productivity with Powerful
yet Simplified Agent and Manager Desktops
HiPath ProCenter Agile can Improve Customer Satisfaction with its Presence-Enhanced Contact Center features -
These unprecedented presence awareness tools offers the ability to –
Visually Monitor the Presence and Availability of Users Across the Enterprise in Real-Time
Leverage the Knowledge and Expertise of the Enterprise Through Easy „One-Click Collaboration“
Increase First Contact Resolution and Higher Value Interactions
Simple to Implement and Maintain,
yet Designed for Growth and Evolution
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37. HiPath ProCenter Agile