Hipath Procenter Entperprise V7-0 Siebel Crm

HiPath ProCenter CRM Ready Integration for Siebel

Validated Integration

HiPath ProCenter CRM Ready Integration for Siebel

 Provides unified agent view and desktop with embedded telephony controls  Extend Siebel 7.8 application investments with the capabilities of HiPath ProCenter Enterprise  Provides a low cost, pre-built integrated CTI solution  Improves customer service by matching agents skill set to customer needs

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Siemens Communications

HiPath ProCenter Enterprise Siebel Integration – Benefits

 Increased first contact resolution with fully integrated contact management capabilities  Agents have immediate access to Siebel customer information through an automated screen pop  Provides call control features to allow agents to control telephony functions such as answer, hold, transfer, and conference directly from the Siebel desktop application  Robust, proven architecture that has been successfully deployed at numerous enterprises worldwide

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Siemens Communications

Unified Login and Telephony Controls

 Single login interface provides instant access to agent desktop. Agent desktop includes:     

Agent Calendar Customer records Call Management Telephony controls Siebel application screens

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Siemens Communications

Agent Call Controls

 Telephony functionality is available via the Siebel CTI toolbar once the agent logs in to the Siebel application. Capabilities include:  Accept/answer incoming call  Retrieve call from hold  Conference call  Transfer (internal or external number)  Consult

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Siemens Communications

Instant Access to Customer Data

 With each incoming call agents have instant access to customer information found in the Siebel application  ANI or IVR inputted data automatically triggers screen pop of the Siebel contact screen

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Siemens Communications

Siebel Advanced Contact Look-up

 Contact look-up allows agents to pull up customer records  Enables agent to quickly search until the desired client record is found

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Siemens Communications

HiPath ProCenter and Siebel Architecture  An integrated SiebelSiemens CTI architecture consists of the Siebel client application and Siemens CRM Ready Integration

Agent Customer

Agent Desktop Corporate IP Network

 The Siebel 7.8 Integration transports caller details from the HiPath ProCenter Server to the Siebel application, which ensures the seamless delivery of caller information to the Siebel application desktop Page 8

HiPath ProCenter CRM Ready Integration for Siebel

HiPath ProCenter Enterprise •Softphone functionality •Agent tools •Screen pop

Siebel CRM •Customer files

Siemens Communications

Siebel Customer Screen Pop Scenario

Existing Account Screen Pop

Customer call received by HiPath ProCenter Enterprise

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Customer is prompted with IVR menu option to input account number

Account number or ANI queried against Siebel database

Call routed to agent with screen pop of customer’s existing Siebel CRM Account

Siemens Communications

Customer Case Study: DekaBank Challenge & Solution DekaBank wanted to create a single view of their customers. In addition they required a solution product that would interface with their existing IVR and Siebel investments. The Siemens HiPath ProCenter solution was selected and deployed by Siemens Professional Services. Benefits  Improved service while maintaining a unified view of customers  Now all inbound inquiries are routed to the most appropriate agent, based on the agent's availability, knowledge and qualification  Contact center employees are combined into virtual groups to which calls, faxes and email messages are intelligently routed  Solution provided 100% accessibility to account and banking information  Contact center is used to win new customers by providing a wide range of service support Page 10

DekaBank is the leading asset manager and central financial services provider of the German Savings Banks Group. With business volume totaling more than EUR 125 billion, DekaBank is one of Germany's largest financial institutions.

Siemens Communications

Why Siemens & Siebel

 Longtime partnership between Siemens and Siebel provide innovation and investment protection  Extensive integration testing already completed by Siemens and Siebel  All solution components are installed and setup by Siemens  Siemens Communications experience provides vertical industry knowledge

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Siemens Communications

HiPath ProCenter CRM Ready Integration for Siebel

Validated Integration