Siemens ICN - HiPath Solutions Brochure

Siemens ICN HiPath Solutions Brochure Spread 4 Maximize the lifetime value of your customers. Customer interaction has progressed far beyond the days when your customers contacted you exclusively by phone. Today, your customers reach you via wireless devices, web pages, email, fax and even that age-old method: in person. This new era reinforces existing challenges and creates several new ones for your customer service team. The challenge of supporting and improving customer relationships has been and always will be critical to improving your business. You need the ability to leverage every customer interaction and use it to enhance that relationship. The proliferation of multimedia interactions challenges you to integrate and track all these exchanges within the core functions of your business. As technology has advanced, so has the way we do business. Many transactions no longer occur between two fixed points. Everyone is on the move: customers, suppliers, vendors, even your own people. Your challenge is to exceed the expectations of a customer base that wants to reach your business anytime, anywhere over multiple channels whether they're voice, e-mail, fax, web or mobile WAP-enabled devices. The final challenge is to bring all these diverse media and platforms together into a single, accessible source without compromising customer service. Siemens developed the HiPath ProCenter customer relationship management strategy and portfolio so you could meet these challenges head on. Align your enterprise with your customers. HiPath ProCenter provides all the tools you need to manage and improve your relationships. More important, HiPath ProCenter has the ability to evolve with your contact center. When it comes time to add agents and media, or expand to different sites in different locations, HiPath ProCenter tools and services make it easy and seamless. Siemens offers three feature-rich product suites that allow you to migrate from basic to standard to advanced solutions as your needs change. The Entry Suite supports basic call center functionality. The Standard Suite provides integration with leading front- and back-office CRM applications. While the Advanced Suite is optimized for multimedia customer relationship management. You can further customize your contact center by adding various options to handle multimedia internet connectivity, outbound and call back capability, interactive voice response and more. We also offer cost-effective, packaged application integration services or completely custom application integration services. In both instances, our services enable integration of multi-vendor PBXs and CRM software, as well as web help databases. In addition, our solutions give you the advantage of offering your agents the option of teleworking. This allows them to work outside your call centers, yet still provide the same level of accessibility and service your customers demand.