HiPath ProCenter V7-0 Call Director

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HiPath ProCenter Call Director

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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

Overview: HiPath ProCenter Call Director


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)


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


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


Call Director Components


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)


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 Function Keys is possible


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)


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


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


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


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


Call Director Components by Communication Platform - Summary

HiPath 3000 V5.0/V6.0

HiPath 4000 V2.0/V3.0

Hicom 300 V6.6, HiPath DX V8.0

HiPath 8000**

* not applicable

Messages

Menu Prompts

Digit Collections

Number Playbacks

Performance Messages

Announcements

* Included in HiPath ProCenter Agile and Enterprise base license

** Planned availability 4Q2006


Call Director Usage Scenarios


Routing Strategy: Intelligent Messages

Call Director Performance Message:

“Your estimated wait time to speak to an agent is … seconds.”

Performance Decision:If the estimated wait time is over 2

minutes, offer the option of leaving a voicemail or waiting for an agent.

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

Enqueue Component:Places the call in queue

Customer Service


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.


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.


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 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.

Call Director Message:“You car is ready for

pickup. We are open for pickup until 7PM tonight.”


Routing Strategy: Simple Transactional Application Scenario – Stop Newspaper Delivery


“Please enter your home phone number.”

Call Director Menu Prompt:“Please press 1 to stop

newspaper delivery or press 2 to speak to a customer service

representative”


“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.”

Database Function:Write customer inputted values back to external

database.


Call Director Messages and Announcements Usage Scenarios


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)


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.”

Call Director Message: “All our agents are still busy. Please

continue to hold or press ‘0’ to speak to an Operator.”

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

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HiPath ProCenter Call Director

HiPath ProCenter V7-0 Call Director

Documents

director components

director components

following components

director messages

director protection

caller navigation

caller preferences

caller status