Siemens Hipath Procenter Contact Center Solutions Now Deliver Pre-Built Certified Microsoft Dynamics

Today Siemens Communications Inc. announced that businesses of all sizes can take advantage of pre-built Microsoft Dynamics CRM integration with Siemens® HiPath® ProCenter® Agile and HiPath ProCenter Standard contact center solutions. The out-of-the-box integration with Microsoft Dynamics CRM software, coupled with HiPath ProCenter solutions, delivers valuable customer information to contact center and enterprise desktops, enabling faster first-contact resolution of customer calls.

[ClickPress, Tue Mar 07 2006] The HiPath ProCenter portfolio’s pre-built integration helps provide enterprises with lower total cost of deployment by reducing or eliminating the need for manual configuration of the solution on each agent’s desktop. The integration is embedded within the contact center’s routing workflow for ease of deployment and business process integration.

“Enterprises value contact center solutions that support appropriate levels of functionality and can be quickly and cost-effectively extended with pre-integrated, add-on or third-party applications,” said Joe Outlaw, principal analyst of contact center solutions with Current Analysis. “Siemens is providing a customer with a component-based, certified integration that helps enterprises meet today’s customer requirements and opportunities.”

Automated screen pops, with vital Microsoft Dynamics CRM customer records, are pushed to the agent desktop to help provide more streamlined contact handling and more personalized customer service. With ProCenter, enterprises also benefit from the ability to match – in real time – agent skill sets with specific customer needs.

By leveraging the HiPath ProCenter portfolio’s presence and collaboration tools as well as the ability to coordinate screen transfer capabilities, agents can quickly identify the availability of other agents and enterprise employees and transfer a customer call with the matching, pre-populated Microsoft Dynamics CRM form. The combined solution empowers agents to resolve customer inquiries on first contact by immediately collaborating with other enterprise experts within an organization.

Caller ID (automatic number identification or ANI) and data collected through integrated interactive voice response (IVR) capabilities of the HiPath ProCenter portfolio are used to trigger the most appropriate screen pop for an existing or new customer, including contact, lead, case numbers and account information. With the graphical and user-friendly HiPath ProCenter Design Center feature, Microsoft Dynamcis CRM screen pops can be included in contact center routing strategies.

“Enterprises of all size can now compliment Microsoft Dynamics CRM with the benefits of the HiPath ProCenter portfolio’s industry-leading mix of presence-enhanced call controls, visual workflow designer, telephony features, call statistics and multimedia collaboration tools,” said Al Baker, vice president, Global Product Management, eCRM Solutions, Siemens Communications Inc. “We’ve made this a turnkey configuration step for enterprises as well as for Siemens’ channel resellers that want to deploy advanced and unified CRM solutions within a TDM, IP or hybrid telephony environment.”