Hipath Procenter Enterprise V7-0 Customer Presentation

HiPath ProCenter Enterprise Empowered To Drive First-Contact Resolution

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Today’s Contact Center Challenges and Mandates

Improve Customer Satisfaction Drive Cost Efficiency Increase Revenues Enhance Productivity

First-Contact Resolution Is The Key Driver !

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Siemens Communications

First-Contact Resolution and Customer Satisfaction 90%

82%

80% 70%

83%

Avg. Calls to Resolve Inquiry: 1.2

60%

Avg. Calls to Resolve Inquiry: 1.5

65%

68%

50% 40%

High Customer Satisfaction

First Call Resolution

Avg. Customer Satisfaction

First Call Resolution

Avg. Calls to Resolve Inquiry: 1.9

53%

54%

Low Customer Satisfaction

First Call Resolution

Source: SQM Consulting Group Field Research, 2006 - Used with Permission



First-contact resolution is tightly correlated with customer satisfaction



Contact centers experiencing high customer satisfaction offer high firstcontact resolution rates

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Siemens Communications

First-Contact Resolution and Cost Efficiency Avg. Calls to Resolve

Contact Center Average

Annual Call Volume

Avg. Cost per Call

Operating Cost

Current Performance

1.5

2,250,000

$7.00

$15,750,000

1.4

2,100,000

$7.00

$14,700,000

$1,050,000

1.3

1,950,000

$7.00

$13,650,000

$2,100,000

1.2

1,800,000

$7.00

$12,600,000

$3,150,000

1.0

1,500,000

$7.00

$10,500,000

$5,250,000

Performance Improvement Example Savings

Source: SQM Consulting Group Field Research, 2006 - Used with Permission



First-contact resolution can have a great impact on operating costs



Improving first-contact resolution rate means lower total call volumes

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Siemens Communications

First-Contact Resolution and Revenue Generation 70% Source: SQM Consulting Group Field Research, 2006 Used with Permission

61%

60% 50% 39%

40% 30% 20% 10% 0% Percentage of Customers Who Accepted Offer

1 Call Resolution

2 Calls or More

61%

39%



Customers are more likely to accept offers when service issue is resolved on first-contact



Cross-sell, up-sell and follow-on offers are more likely to generate revenue

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Siemens Communications

The Impact of First-Contact Resolution Efficiency Impact “ … the absence of first call resolution has been found to account for up to of 30% of a call center’s operational cost …”

Loyalty Impact

Satisfaction Impact “ … the inability to reach the right person with the right information drives 60% of customer service dissatisfaction … “

“ … customers who experience problems that are dealt with quickly and easily have a repurchase intention rate of 89% …”

Why?

Why?

Why?

• Repeat Calls

• Dead/Blind Transfers

• Customer Catharsis

• Duplicate Media Contacts

• Transfers to Voicemail

• “I Can Count On You”

• Required callback(s)

• Re-queuing

• Trust = Customer Equity

• Misdirected Contacts

• “Promised” Callbacks

• Costly Escalations

• Partial/Unsatisfactory Responses

• Opportunity to Exceed Expectations

• “Muddling Through”

• Unresolved Problems

• “Wow” Factor • Issue is Resolved Sources: Call Center Manager’s Forum, Purdue University

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Siemens Communications

The HiPath ProCenter Enterprise Difference

Maximize First-Contact Resolution

Deploy Easily with Reduced Complexity

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Highly Usable, Visual End-User Interfaces

Siemens Communications

Empowered To Drive First-Contact Resolution  Integrated, multimedia presence and collaboration tools

(((

 Streamlined extended desktops for enterprise users  Leverage “roaming experts”  Advanced skills-based routing  Accessibility by voice, Web, email, outbound, IVR self-service  Automated contact scripting screen pop  Contact wrap-up tracking and reporting  Simultaneous mixed-media capabilities

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Siemens Communications

Empowered To Drive First-Contact Resolution Integrated, multimedia presence and collaboration tools

Rapidly identify available resources with the right skills and knowledge to assist in resolving on customer issues – in real-time

Streamlined extended desktops for enterprise users

Allow users across the enterprise to become part of the communication fabric of the contact center

Leverage “roaming experts” via VoWLAN

Leverage knowledge workers and experts regardless of their immediate location via Wireless

Advanced skills-based routing

Match specific contact type and requirements with the agent subject matter knowledge and skills Multimedia accessibility means customers can contact you by most effective media, anytime

Voice, Web, email, outbound, self-service accessibility Automated contact scripting screen pop Contact wrap-up tracking and reporting Simultaneous mixed-media capabilities Page 9

Ensure agents receive situation-specific handling script as guidance, based on contact type Allow agents to capture contact resolution outcomes and provide management reporting Richer, multi-modal communications offer more information options to the customer Siemens Communications

Deploy Easily With Reduced Complexity  Highly packaged and modular  Unified, single application base  Small to large, simple to sophisticated, TDM to IP  Reduced implementation services complexity  Automated upgrades and migration  Available pre-built integrations

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Siemens Communications

Highly Usable, Visual End-User Interfaces

For Agents  Innovative, easy-to-use desktop tools  Best-of-breed agent feedback and productivity tools  Convenient “tear-off-and-park” screen elements and toolbars  Permission-based customizable desktops For Managers  Unified, visual management tools  Intuitive, workflow-style routing designer  Flexible, visual reporting  “Point-and-click” capabilities (no scripting) Page 11

Siemens Communications

HiPath ProCenter Portfolio – Industry Expert Opinions

Deploy Easily with Reduced Complexity

Maximize First-Contact Resolution

Highly Usable, Visual End-User Interfaces

"Enterprises value contact center solutions that support appropriate levels of functionality and can be quickly and costeffectively extended with preintegrated, add-on or third-party applications. Siemens is providing a component-based, certified integration that helps enterprises meet today's customer requirements and opportunities."

"We continue to see the adoption of presence and collaboration tools in enterprise applications, and for the contact center, purpose-based presence capabilities are well aligned with the operational goals of first-contact resolution, productivity and customer satisfaction."

"Within HiPath ProCenter Enterprise's Manager desktop, the Design Center is the most sophisticated and usable tool we have found for allowing a business user to easily build sophisticated voice and multimedia routing strategies using visual drag and drag drop workflow tools.“

Drew Kraus, Gartner's Research Director for Contact Center Infrastructure

Ed Mier, president of Miercom, an independent product-test center and primary reviewer for Business Communications Review magazine.

Joe Outlaw, principal analyst of contact center solutions with Current Analysis.

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Siemens Communications

HiPath ProCenter Portfolio – Market Acceptance

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Available globally in 70 countries and 6 languages



Over 1,600 contact center systems shipped in FY2005



Gartner Magic Quadrant “Leader” for Contact Center 2006 (EMEA)

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Patented multimedia skills-based routing

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Unique “Industry First” integrated presence and collaboration tools

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Nearly a decade of global experience

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Siemens Communications

HiPath ProCenter Portfolio – Industry Recognition

Aug 2005

Miercom BCR Awards “Best Call-Flow Design, IP Contact Center” to HiPath ProCenter

HiPath ProCenter Solution Takes Second Place in Network Computing "IP Contact Center Round-up“ June 2005

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SAP Pinnacle Award

Siemens Communications

Agent Desktop and Contact Handling

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Siemens Communications

Leadership in User Experience – Client Desktops  Highly refined, highly usable GUI design  Intuitive, visual agent tools  Multiple enterprise user desktop options  Flexible, “tear off and park” toolbars

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Siemens Communications

Leadership in User Experience – Agent  Blended Agent Desktop for multimedia interaction handling  Flexible and customizable for enhanced usability  Multi-language support, changes between languages “on the fly” Agent State Controls Broadcaster “Ticker Tape”

Softphone Controls

Personal Performance Bar Speed Bar

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Team Bar

Feature Controls and Indicators

Media Controls

Siemens Communications

Streamlined Multimedia Contact Handling – Voice  Intuitive softphone to streamline voice interaction handling  Screen-pop with contact details and customer data synchronized with each incoming call  Directory tab with data from an LDAP directory lookup  Convenient access to Wrap-up reason codes that can be tracked and reported on

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Siemens Communications

Streamlined Multimedia Contact Handling – Email  Intuitive blended desktop for handling email contacts  Screen-pop with sender and contact details synchronized with each incoming email  Directory tab with data from an LDAP directory lookup  Convenient access to Wrap-up reason codes Page 19

Siemens Communications

Streamlined Multimedia Contact Handling – Email  Internal and external email forwarding and consultation  Auto-suggest templates library  Thread history for email interactions  Additional “Client Search” functionality  Enable agents and supervisors to understand the sequence of interactions leading to a satisfactory resolution Page 20

Siemens Communications

Streamlined Multimedia Contact Handling – Web Collaboration  Web chat interaction handling in one blended, intuitive agent desktop  Screen-pop with contact details and data  Directory tab with data from an LDAP directory lookup  Convenient access to wrap-up reason codes

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Siemens Communications

Streamlined Multimedia Contact Handling – Web Collaboration  Invite participants to collaborate with two or more parties in a session  Automatically inserts agent standard greeting  Provides library of standard phrases and push URLs by contact type  Escorted browsing functionality enables agent to “guide” customer through a sequence of Web pages Page 22

Siemens Communications

Streamlined Multimedia Contact Handling – Callback  Actively reach out to your customers  Agent initiated and web requested callback  Automated callback on abandon in queue  Integrated preview dialer  Callbacks routed by matching agent skills and availability with call requirements  Unified inbound/outbound queue helps improving agent utilization Page 23

Siemens Communications

Streamlined Multimedia Contact Handling – Outbound  Run campaigns or one-to-one marketing calls, execute customer surveys  Outbound calls routed by matching agent skills and availability with call requirements  Convenient access to configurable Wrap-up reasons to document the success of campaigns or the outcome of customer surveys

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Siemens Communications

But, The Agent Can’t Always Do It Alone State: unavailable

“… agents rely on assistance from others to resolve more than 25% of difficult, sensitive or urgent customer calls… “

States: available talking working Manager / Knowledge Worker

Subject Matter Experts

Contact Center Agent

Source: Siemens Communications / CRMxChange Survey, 2006

State: available Customer Caller

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Supervisor

Siemens Communications

Leveraging the Knowledge and Expertise of The Extended Enterprise

Enterprise Users / Knowledge Workers Distributed / Remote Agents Web Collaboration

Voice over WLAN Collaboration

Contact Center Agents

Email Collaboration

Voice Collaboration

Allows users to view real-time availability, communicate and collaborate with team members across the enterprise, regardless of location or media Page 26

Siemens Communications

Presence and Collaboration Tools  Fully integrated in Agent or Associate E desktop

Unavailable

 Visual icons communicate presence status Available

 Availability reasons offer context information  Automated user state changes where possible

Talking

 View presence by job role, department, availability status  One click to collaborate including shared customer contact data screen pop

Processing Email

Processing Web

Working

Logged Off Page 27

Siemens Communications

Team List and Team Bar  Visually monitor the immediate presence and availability of users across voice, email and Web media  Instantly identify who is available to accept a call transfer or assist in a Web or email interaction  “One-click to communicate” makes collaboration fast and easy across the enterprise  Select user for collaboration based on area of expertise or readiness to communicate

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Siemens Communications

Speed List and Speed Bar  Fast and easy retrieval of contact information for frequent internal and external contacts  Add entries from and integrated LDAP Directory to the Speed List with just a mouse click  One click to communicate via phone or email

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Siemens Communications

LDAP Directory Integration  Access to unlimited LDAP data  Convenient search functionality  Add directory entries to the Speed List / Speed Bar  Multimedia productivity beyond the boundaries of the contact center

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Siemens Communications

Manager Desktop

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Siemens Communications

Leadership in User Experience – Manager Desktop A consolidated, intuitive user interface  Unified, visual management tools  Best-of-breed, workflow-style routing designer  Flexible, visual reporting  “Point-and-click” capabilities

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Siemens Communications

HiPath ProCenter Manager – Design Center  Drag-and drop Design Editor  Visual design tool for multimedia routing and queue processing flows  Unified access to all media  Library of configurable, reusable components  Strategies and flows checked and validated for completeness in real-time

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Siemens Communications

HiPath ProCenter Manager – Inbound Voice  Workflow-style interface for voice routing strategies and queue processing flows  Fully integrated IVR (HiPath ProCenter Call Director)  Library of configurable, reusable components such as  Time of day/day of week schedules  Source/destination decisions  Performance level decisions  Data directed routing decisions

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Siemens Communications

Integrated IVR – HiPath ProCenter Call Director  Fully integrated in Design Center workflow  Auto-answer, greetings, intelligent messages and announcements  Menus and caller navigation for “automated pre-routing”  Digit collection and related screen pop  External open database ODBC read / write access  Custom components to execute virtually any routine or external application  Dynamic, multi-format Numbers-to-Speech playback

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Siemens Communications

HiPath ProCenter Networking  Workflow-style interface to define call networking between up to five contact center sites  Distribute calls between sites with components like:  Time of Day / Day of Week Schedules  Local Performance and Distribution Decisions based on real-time statistics at site or queue level  Best Site and Preferred Site Routing options

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Siemens Communications

Multi-site Networking Components

Schedules – Enable networking based on contact center business hours or “Follow-the-Sun” Routing Local Performance Decisions – Influence networking decisions based on local real-time operational statistics such as Number of Available Users, Service Level, Number of Enqueued Contacts, User Utilization at queue or site level Distribution Decisions – Influence networking decisions based on real-time operational statistics at the remote site (Number of Available Users, Service Level, Number of Enqueued Contacts, User Utilization at queue or site level) Network Selection – Network contacts based on Preferred Site or Service Level Decisions Keep Local – enables keeping all incoming contacts at the local site

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Siemens Communications

Multi-site Networking Benefits  Define and view Networking flows in a visual, workflow-style interface  Combine multiple criteria into one networking decision flow

Visual, Workflow-style Design Center

 Use statistics of the local and remote site as a basis for networking decisions  Make networking decisions based on statistics at the site, as well as queue level

Combine Multiple Networking Criteria AND

Number of Available Users

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AND

Current Service Level

AND Estimated Wait Time

Number of Calls in Queue

Siemens Communications

HiPath ProCenter Manager – Email  Unified routing engine to categorize, route and queue email interactions  Visual, workflow-style interface to define routing strategies and queue processing flows  Email categorizations based on content analysis of subject line and body text  Auto-acknowledgement, autoresponse and auto-suggest  Enables closed loop tracking

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Siemens Communications

HiPath ProCenter Manager – Web Collaboration  Unified routing engine to categorize, route and queue web collaboration interactions  Visual, workflow-style interface to define routing strategies and queue processing flows  Automatic Web page and text message push  Escorted browsing and configurable library of message templates and push URLs  Enables closed loop tracking

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Siemens Communications

HiPath ProCenter Manager – Web Collaboration  Configurable, reusable components to streamline defining routing and queue processing strategies  Time of Day / Day of Week Schedules  Auto-push text messages  Performance Messages based on real-time operational statistics (e.g. contacts in queue, current service level, estimated wait time)  Auto-push URLs Page 41

Siemens Communications

HiPath ProCenter Manager – Callback  Use skills-based routing to match callbacks with the best qualified available agent  Blend inbound/outbound calls to improve agent utilization  Multiple callback queues for different types of callback interactions  Intuitive interface for agent defined callbacks to ensure follow-up  Automate defining callbacks for customer calls abandoned in queue  Web interface for customer requested callbacks

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Siemens Communications

HiPath ProCenter Manager – Outbound  Automatically import outbound campaign lists  Load up to 10,000 calls outbound calls per list  Pursue campaigns, make one-to one relationship marketing calls or execute customer surveys  Match outbound call requirements with agent skills and availability  Real-time and cumulative views to monitor outbound calling activity and campaign status in real-time  Historical wrap-up reason reports to document campaign outcomes

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Siemens Communications

HiPath ProCenter Manager – Report Center  “Point-and-click” to define and view a virtually unlimited number of reports  Real-time and cumulative views, alerts and notifications  Graphical and tabular historical reports  Blended media or media-specific  Real-time performance views for networked sites  Integrated trend analysis and projection

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Siemens Communications

HiPath ProCenter Manager – Activity Reports  Easy-to-use interface for detailed activity reports  Examine the step-by-step progression of any incoming contact  Review user activities for a specified time period  Report on scheduled callbacks

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Siemens Communications

Reporting and Monitoring in a Networked Contact Center Environment  Intuitive point-and-click interface for defining site-level reports  Thresholds based on site-level real-time statistics such as Service Level or Estimated Wait Time  Audio and visual alerts and notifications for any or all sites monitored  Central Reporting Server provides historical reports for all networked sites

Real-Time Multi-Site Monitoring

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Siemens Communications

CRM Ready Integrations and Partners

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CRM Ready Integrations – SAP SAP Certified CRM integrations for my SAP CRM, SAP CIC and ICI  Intelligent routing of Voice and Email (CIC only) media  Single agent login  Consolidated desktop functionality within the SAP interface  Screen pop delivery to agent desktop

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Siemens Communications

CRM Ready Integrations – Siebel Siebel Validated integration with Siebel 7.8  Route voice calls to the most suitable agent with an associated screen pop  Unified agent logon to a single Siebel desktop  Unified softphone controls  Real-time operational information delivered to agent desktops

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Siemens Communications

CRM Ready Integrations – Microsoft Dynamics CRM Microsoft Integration capability with Microsoft Dynamics CRM as an included feature  Easy to implement screen-pop functionality using a fully integrated component in Design Center  Identify and retrieve customer record based on ANI or inputted digits  Push screen-pop to agent desktop synchronized with each incoming call

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Siemens Communications

Partners and Interfaces Siemens partners with many industry leading vendors HiPath ProCenter Enterprise is pre-integrated with:  XML interface for Workforce Optimization (e.g. Blue Pumpkin)  Interalia XMU + and SBX devices  Spectrum wallboards It offers standard interfaces for:  LDAP Directories  Screen pop API  3rd party IVR API (HPRI)  Read/write to ODBC compliant external databases Page 51

Siemens Communications

HiPath ProCenter Enterprise on the HiPath 8000

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Siemens Communications

HiPath ProCenter Enterprise on the HiPath 8000 Provides full feature set on a HiPath 8000 SIP-based IP Communication Platform:  Multimedia group-based or skills-based routing  Intuitive single point of management and administration  Powerful, flexible historical reporting  Real-time and cumulative monitoring with alerts and notifications  HiPath ProCenter Call Director: autoattendant and IVR functionality

HiPath 8000 users / SIP phone HiPath 8000

Attendant Console HiPath ProCenter Enterprise V7.0

Contact Center Users / Agent Desktop Extended Contact Center Users / SIP Phones

HiPath 8000 integration planned availability 4Q 2006 Page 53

Siemens Communications

HiPath ProCenter Enterprise on the HiPath 8000 Client Desktops on HiPath 8000:  Agent and Associate desktops for Contact Center and Enterprise users  Attendant Console desktop  Innovative Presence and Collaboration tools for Client desktops  With LDAP directory integration, display device status for any user on HiPath 8000

HiPath 8000 integration planned availability 4Q 2006 Page 54

Siemens Communications

HiPath ProCenter Enterprise Hosted  Single Server Scenario:  Business unit partitioning for the supervisor (routing, monitoring, reporting)  Web-based reporting via HTML, Citrix client or SDK-enabled “browser-based” monitoring portal  Multiple Server Scenario:  Discreet multi-business unit support via multiple HiPath ProCenter servers  Achieve High Scalability

HiPath 4000 or HiPath 8000*

HiPath ProCenter Server HiPath ProCenter Server

HiPath ProCenter Server

 Up to 1,250 active agents per HiPath 4000 platform  Over 2,000* active agents per HiPath 8000 platform

 Local or distributed on IP network * HiPath 8000 integration planned availability 4Q 2006 Page 55

Siemens Communications

HiPath ProCenter Attendant Console for HiPath 8000  Indicates the device status of every user on a HiPath 8000  One-click collaboration with transfer to user extension or voicemail  Enhanced LDAP directory search  Supports recall handling to avoid unsuccessful transfers  Broadcaster “ticker tape” with real-time performance statistics for Attendant Groups  Overflow routing rules as well as additional attendants  Full contact center functionality for handling multimedia contacts

HiPath 8000 integration planned availability 4Q 2006 Page 56

Siemens Communications

HiPath ProCenter Attendant Console for HiPath 8000 Manager Application Allows Managing and Monitoring Console Groups:  Real-time and cumulative views with trend analysis, alerts and notifications  Detailed historical reports for console group performance

HiPath 8000 integration planned availability 4Q 2006 Page 57

Siemens Communications

HiPath ProCenter Solution Customer Examples

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HiPath ProCenter Enterprise V7.0 Customer Profile Manufacturing HiPath Solutions Landscape: • HiPath ProCenter Enterprise V7.0 with Inbound Voice, Email, Outbound, Agent Desktops and CRM Integration (planning for Web Collaboration) • HiPath 4000 Real-Time IP System • HiPath Xpressions V4.0 Unified Messaging

• International company with headquarters in the US, remote contact center location in Canada • Desktop features for email routing are so easy to use agents required minimum assistance to handle the new media • 98% of agents are using Speed List and Team Bar to streamline contact handling • Broadcaster “ticker tape” displays key operational statistics in real-time, enabling agents to pace contact handling accordingly

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Siemens Communications

Customer Examples: Understanding Customer Needs Insurance

Banking

Banking

Healthcare

• Life Insurance company based in Nebraska

• Largest Independent Financial Institution in Michigan

• Serving 9 hospitals/medical facilities in Michigan

• 100 Agent Contact Center

• 750 Agent Contact Center with email, Outbound and Multi-Site IP Networking

• Urgent medical patient calls legally require triage nurse consultation

• HiPath ProCenter Prompt Response IVR (VoiceXML)

• Presence tools on Agent desktop identify available triage nurse, can initiate consultation

• Extended Contact Center to part-time agents and knowledge workers • New agents utilized Team Bar to collaborate with seasoned agents • Managed time better through scheduling ad hoc breaks

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• 4 departments use Team Bar to collaborate among Agents and across departments.

• Potential future scenario for Email presence and collaboration to confirm urgent or complex booking requests

Siemens Communications

Customer Examples: Understanding Customer Needs Insurance • Texas Association of School Boards: 108 Agents distributed over 4 office buildings • Intuitive agent tools streamline contact handling and increase agent productivity • “Contact Center agents found the Agent desktop so intuitive that they discovered features on their own.” • Supervisors can make changes on the fly using the workflow-style Design Center

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Government • The contact center handles 1.6 million calls that Staffordshire police receive each year • Enhanced the service delivered by four Public Service Desks - the solution allows the four desks to work as one virtual contact center • “... we have been recommended as offering best practice by the Home Office for having virtual sites...”

Siemens Communications

HiPath ProCenter Enterprise Empowered To Drive First-Contact Resolution

HiPath ProCenter Enterprise V7.0 Published May 2006

Protection notice / Copyright notice

Backup

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Siemens Communications

HiPath ProCenter Portfolio

Multimedia Customer Access

Products

Partners

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Unified Routing and Reporting

TDM

Agent Feedback and Productivity Tools

IP

SIP

Communications Infrastructure

Presence and Collaboration

Services

Integration

 Enhance Customer Satisfaction

 Lower Operating Costs

 Increase Agent Productivity

 Improve Decision Making Siemens Communications

HiPath ProCenter Agile and Enterprise V7.0 Feature Summary

Product Positioning

Agile

Enterprise

Target Segment

SME Contact Center / Call Handling Groups

Mid-to-Large Contact Center

Target Channel

Indirect / Direct

Primarily Direct / Some Indirect

Telephony Platform(s)

HiPath 3000

HiPath 3000/4000/8000, Hicom 300 V6.6

Scalability

100 Active Agents (or platform limit)

2,000 + Active Agents

New

(HiPath 8000 w/Multiple Servers) Routing

Groups-based / Agents in Multiple-Groups

Groups or Skills-based, Multi-site New

Multimedia

Email, Callback, Integrated IVR

Email, Callback, Integrated IVR, New New Web Outbound

Integration

IVR API, Screen Pop API, MS CRM API,

IVR & Screen Pop API, MS CRM API,

Witness (Blue Pumpkin) XML

Witness (Blue Pumpkin) XML, SDK, New CRM Ready Integrations

Streamlined Options, with Seamless Upgrade Path New to HiPath ProCenter Enterprise

A La Carte

Packaging Options Page 65

New Siemens Communications