Siemens HiPath ProCenter

Agile and Standard

Microsoft® CRM Integration
Siemens announces the integration of its HiPath ProCenter Agile and
Standard real-time contact center with Microsoft Business Solutions CRM, a
comprehensive software package for managing customer relationships. This
combination allows small and medium-sized firms to extend the rich features
of Microsoft’s premier customer relationship management toolset with the
powerful real-time contact center productivity and management features of
the Siemens HiPath ProCenter Agile and Standard.

The pre-built Microsoft CRM integration uses contact center data like the
caller’s phone number or collected digits, a customer or case number for
example, to automate the retrieval of customer files within the Microsoft CRM
desktop. This feature is fully integrated into HiPath ProCenter Design Center,
and does not require specialized services to implement.

ƒ Easy to implement powerful CRM screen-pop

integration capability included at no extra cost

ƒ Facilitates faster call resolution by synchronizing

customer file screen-pop with incoming calls

ƒ Enhances agent productivity and streamlines

customer handling by automating repetitive tasks

ƒ Improves customer satisfaction by enabling

faster, more personalized customer interactions

HiPath ProCenter Agile and Standard
integration with Microsoft CRM
provides agents with instant access
to the most relevant Microsoft CRM
screens along with each customer
call.
ANI or IVR inputted data is used to
automatically trigger the most
appropriate screen-pop of existing
or new CRM forms including
Contact or Lead, Case and Account.
Leveraging existing functionality
within HiPath ProCenter Design
Center, a Microsoft CRM screen-pop
can easily be included in a routing
strategy using Contact Data Update
node.
Simply specify the type of form to
be presented when ANI or IVR
inputted data equals a “match” or
“no match” with the Microsoft CRM
database.
Each Microsoft CRM screen
contains fields that can be queried
for a match:
• Contact and Lead Screens
– ANI matched against Business
Phone, Home Phone, Other
Phone, Mobile Phone, Fax,
Pager
• Account Screen – inputted
digits match against account
number or ANI matched against
Main Phone, Other Phone, Fax
• Case Screen – inputted digits
matched against Case Number
About Siemens HiPath
ProCenter Portfolio
The HiPath ProCenter Portfolio is a suite
of full-featured multimedia IP-capable
contact center applications designed for the
needs of small, mid and large enterprises.
The Siemens solution is highly packaged
and modular, making it easy to implement,
configure and use. HiPath ProCenter
solutions deliver intelligent multimedia
contact routing, graphical reporting, and
innovative productivity tools for both agents
and managers.
The HiPath ProCenter Portfolio also
provides unique presence and collaboration
tools such as the Team List and Team Bar
to expedite call handling, increase first
contact resolution and improve customer
satisfaction. Innovative desktops extend
these capabilities flexibly across the
enterprise. The Agent and Associate
desktops provide intuitive, graphical user
interfaces providing communication tools for
more effective call handling.
The HiPath ProCenter Manager application
unifies all administrative and management
tools in a single desktop. Included in the
desktop is a graphical Design Center, a
visual design tool for routing strategies and
call and queue processing flows. Also,
HiPath ProCenter Report Center provides a
robust reporting engine with easy to build,
customizable visual reporting and built-in
trend analysis.
As your needs grow, Siemens allows easy
migration and evolution to more advanced
solutions within the HiPath ProCenter
Portfolio.
Available for HiPath ProCenter Agile V6.0 in May 2005.
Planned available for HiPath ProCenter Agile and
Standard V6.5 in August 2005.
© Siemens AG, 2005.
Hofmannstr. 51, D-81359 München
Siemens is a registered trademark and HiPath is a
trademark of Siemens AG. ProCenter is a registered
trademark of Siemens Communications, Inc.
All other trademarks, product and company names are
the property of their respective owners.
Availability and technical specifications are subject to
change without notice.
www.siemens.com/hipath