HiPath ProCenter Entperprise V7-0 Siebel CRM

HiPath ProCenter CRM Ready Integration for Siebel

Validated Integration

Page 2 Siemens Communications


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


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


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


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


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


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


HiPath ProCenter and Siebel Architecture

Siebel CRM•Customer files

Corporate IP Network

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

Customer

Agent


Agent Desktop

An integrated Siebel-Siemens CTI architecture consists of the Siebel client application and Siemens CRM Ready Integration

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


Customer call received

by HiPath ProCenter Enterprise

Customer is prompted with

IVR menu option to input

account number

Account number or ANI queried

againstSiebel database

Call routed to agent with screen pop

of customer’s existing

Siebel CRM Account

Siebel Customer Screen Pop Scenario

Existing AccountScreen Pop


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 routedSolution provided 100% accessibility to account and banking informationContact center is used to win new customers by providing a wide range of

service support

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.


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

Validated Integration


HiPath ProCenter Entperprise V7-0 Siebel CRM

Documents

siebel customer information

siebel architecture

siebel investments

siebel database

siebel application ani

siebel client application

siebel application desktoppage

siebel contact screen