HiPath ProCenter Call Director

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Overview: HiPath ProCenter Call Director

What is HiPath ProCenter Call Director?  How Does it Work?  What are the Benefits? Call Director Components  Message Component  Menu Prompt Component  Digit Collection Component  Number Playback Component  Performance Message Component  Announcement Components (HiPath 3000 / 5000 ONLY) Call Director Usage Examples Call Director Messages and Announcements Usage Examples

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Siemens Communications

What is HiPath ProCenter Call Director?
 A fully integrated IVR for HiPath ProCenter Agile and Enterprise  Enables basic transactional or self-service IVR applications  Helps “front-ending” incoming calls and refining the specification of caller requirements:  Menus and caller navigation fully integrated into routing workflow and management tools  Auto-answer, greetings, messages and announcements  Digit collection and passing of data to Agent desktop or 3rd party applications  Numbers-to-Speech functionality for simple self-service and transactional call processing  Supports 6 languages (English, German, Spanish, French, Italian, Brazilian Portuguese)

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Siemens Communications

How Does it Work?  Call Director is fully integrated into the HiPath ProCenter Design Center  Use the visual, intuitive Design Editor to insert configurable Call Director components in  Routing Strategies  Queue Processing Flows  No IVR programming skills required use a graphical, workflow-oriented user interface  Simply “drag-and-drop” Call Director components into visual workflows

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Siemens Communications

What are the Benefits?
       HiPath ProCenter Call Director is a low cost IVR and fully integrated into HiPath ProCenter’s visual, workflow-style Design Center Implement IVR functionality without complex IVR programming Simple self-service and automated transactional interactions improve customer access and convenience and lower operating costs Keep customers informed through greetings and intelligent announcements Gather and provide data to refine routing Automate collection of caller information (e.g. account number, PIN number) to speed up call resolution and streamline customer service Enhance agent productivity by providing collected customer data synchronized with each incoming call

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Call Director Components

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Siemens Communications

Call Director Components  Components and related wave files are defined in the HiPath ProCenter Design Center  Previously defined Call Director components are stored in Design Center for later re-use  Call Director provides the following components:
Message Components Menu Prompt Components Digit Collection Components Number Playback Components Performance Message Components Announcement Components (HiPath 3000/5000 only)

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Siemens Communications

Message Component  Plays a message to the caller on a one-to-one basis to provide information such as:  Greetings – “Welcome to ABC Company. We appreciate your business.”  Promotional messages – “ABC Company is currently offering best rates ever for…”  Messages can be defined as interruptible  Caller interaction using Page 8 Function Keys is possible

Siemens Communications

Menu Prompt Component  Prompts the caller with a menu choice  Digits entered via the telephone keypad prompt the caller to continue to the next step, e.g.
  Determine caller preferences: “Press 1 for English, 2 for French.” Route call based on subject matter: “Press 1 for Sales or press 2 for Service.” Identify caller status: “Press 1 for Gold customers, 2 for New customers …”

 “Exit on no Input” option allows defining treatments on no input, e.g. for callers calling from a phone without touch-tones (rotary phones)
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Digit Collection Components  Retrieve caller information through digit input via the telephone keypad  Collected information is passed on to the agent as part of the contact data  Use information such as account number or customer number for lookup in any external ODBC compatible database to identify callers  Write collected digits to external database using the Database Function Component  Prompt the caller to confirm correct entry of data before moving to the next step
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Number Playback Components  Plays back number values from the contact data to the caller, e.g. from a database lookup or caller inputted digits  Formatted or non formatted playback options:  “959” = “Nine-five-nine” OR  “959” = “Nine hundred fifty nine”  Use for simple self-service or transactional routing strategies, e.g.:  Playback an account balance  Output an appointment time

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Performance Message Components  Performance Message Components present intelligent messages to the caller while in queue, for example:  Estimated wait time  Current service level  Number of calls in queue  Help to manage the caller’s expectations while waiting to be connected to an agent  Allow the caller to make an educated decision to pursue alternative methods of contact such as email, or use self-service options

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Announcement Components  Play an announcement to a group of callers  Use to play audio files not requiring any caller interaction, such as  “For quality assurance purposes, your call may be recorded.”  “Thank you for calling ABC.com, we appreciate your business.”  Announcements are supported by HiPath ProCenter Agile and HiPath ProCenter Enterprise on HiPath 3000 V5.0 and V6.0

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Siemens Communications

Call Director Components by Communication Platform - Summary
HiPath 4000 V2.0/V3.0 Hicom 300 V6.6, HiPath DX V8.0 HiPath 8000**

HiPath 3000 V5.0/V6.0

Messages Menu Prompts Digit Collections Number Playbacks Performance Messages Announcements

     *
* Included in HiPath ProCenter Agile and Enterprise base license

    
not applicable
** Planned availability 4Q2006 Siemens Communications

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Call Director Usage Scenarios

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Routing Strategy: Intelligent Messages
Call Director Message Component: “Welcome to ABC Company!” Call Director Menu Prompt: “Press 1 to leave a message, 2 to wait for the next available agent.” Transfer: Transfers the caller to voicemail to leave a message

Call Director Performance Message: “Your estimated wait time to speak to an agent is … seconds.” Page 16

Performance Decision: If the estimated wait time is over 2 minutes, offer the option of leaving a voicemail or waiting for an agent.

Enqueue Component: Places the call in queue Customer Service

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Routing Strategy: Contact Data Collection
Call Director Menu Prompt: “Press 1 for Sales, press 2 for Customer Service.” Enqueue Component: Places the call in queue Customer Service

Call Director Digit Collection: “Please enter your customer number.”

Database Lookup: Using the customer number previously entered, the customer information is retrieved from the customer database.

Contact Data Update: The caller contact data are updated with the information from the database for display in the agent’s screen pop window. Siemens Communications

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Routing Strategy: Branched Navigation Menus
Call Director Message: “Welcome to ABC Bienvenido a ABC!” Call Director Menu Prompt: “Press 1 for service in English – Empuje 2 para servicio en Espanol”

Call Director Menu Prompt: “Please press 1 for Sales or press 2 for Service.”

Enqueue Components: Place the call in the appropriate queue, depending on previous customer choice.

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Routing Strategy: Self-Service Scenario – Get Repair Status in Car Dealership
Call Director Menu Prompt: “Please press 1 to request the repair status or your car or press 2 to speak to a customer service representative” Call Director Message: “You car is ready for pickup. We are open for pickup until 7PM tonight.”

Call Director Digit Collection: “Please enter your repair confirmation number.”

Database Function: Determine repair status based on confirmation number through external database lookup

Contact Data Decision: Route call depending on the “outcome” of the database lookup.

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Routing Strategy: Simple Transactional Application Scenario – Stop Newspaper Delivery
Call Director Menu Prompt: “Please press 1 to stop newspaper delivery or press 2 to speak to a customer service representative” Database Function: Write customer inputted values back to external database.

Call Director Digit Collection: “Please enter your home phone number.”

Call Director Digit Collection: “Please enter the month and day to stop newspaper delivery in the format MM-DD.”

Number Playback: “You have entered 04-29 as stop date for delivery. Please press 7 if this is not correct to reenter the date.” Siemens Communications

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Call Director Messages and Announcements Usage Scenarios

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Announcements in Routing Strategies on HiPath 3000
Call Director Announcement: “Welcome at ABC Company. Please note that for quality assurance purposes your call may be recorded.” Source/Destination Decision: Every incoming call is assigned the appropriate queue depending on the Dialed Number (DNIS).

Enqueue Components: Place the call in the appropriate queue, depending on Dialed Number (DNIS / CLID) Page 22 Siemens Communications

Announcements in Queue Processing on HiPath 3000
Call Director Announcement: “We appreciate your call, but currently all our agents are busy. Please hold the line.” Wait Interval Component: Uses the communication platforms standard treatment for this queue (i.e. Music on Hold) for a defined period of time. Call Director Announcement: “All our agents are still busy, please continue to hold.”

Flow Decision Component: Evaluates how long the caller has been in queue and after 5 minutes, passes the caller on to the next component. Page 23

Call Director Message: “All our agents are still busy. Please continue to hold or press ‘0’ to speak to an Operator.” Siemens Communications

HiPath ProCenter Call Director

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