HiPath ProCenter
Communicate with your customers in the best way possible
Your customers don't just rate your quality of service on just one phone call, they form an impression of your business based on their total experience and the way they are treated throughout the relationship. That's why it's important to have a solution in place that is easy to integrate, user friendly and able to monitor and measure performance.
Our HiPath ProCenter solutions do all that and more, allowing you to interact with customers at the highest level, improving satisfaction, increasing revenue and loyalty and enhancing productivity. HiPath ProCenter is a set of packaged software applications that improve the effectiveness and efficiency of a company's contact centre operations through intelligent skills-based routing, agent and management tools, and comprehensive reporting.
Universal queuing, routing and tracking across all your media channels
HiPath ProCenter is a multimedia system for routing, tracking and handling customers. It gives you the advantage of intelligent routing, allowing you to decide the most efficient way to answer each contact and ensuring that the customer is always directed to the most qualified person to handle the call.
Information and data is simplified with a single unified point for administration, management and reporting and innovative productivity tools are also available for administrators, supervisors and agents. The familiar framework for handling each media type speeds up the time it takes to resolve any customer concerns as well as increasing employee satisfaction.
Which ProCenter solution is right for you?
Whatever the size of your contact centre, HiPath ProCenter provides the benefits of a unified administration console with an intuitive client desktop. HiPath ProCenter is available in three solutions to accommodate all sizes of business:
- HiPath ProCenter Compact for up to 32 agents
- HiPath ProCenter Agile for up to 100 agents
- HiPath ProCenter Enterprise for up to 750 agents
A simple, low-cost voice routing application for managing your call handling groups. With HiPath ProCenter Compact you can:
- Improve strategies for how calls are handled
- Increase productivity and speed up decision making
- Drive customer satisfaction
- Empower your agents and improve efficiency
- Supports up to 32 agents in up to 30 groups
HiPath ProCenter Compact is simple to install, configure and use and supports the HiPath 3000 communication system.
An innovative solution for small to medium-sized contact centres and call handling groups. The system features group-based routing for up to 100 active agents. There is also the option to have group-based e-mail routing with unified forwarding, queuing and reporting capabilities.
- Intuitive agent desktops for efficient voice and email handling
- Unique presence and collaboration tools to maximise first contact resolution
- Visual management tools for enhanced monitoring and reporting
- Intelligent, group-based routing and call processing
HiPath ProCenter Agile is faster, easier and more cost-effective to set up with streamlined implementation and supports the HiPath 3000 communication system.
A contact centre solution offering advanced multimedia skills-based routing for any enterprise supporting up to 750 active agents.
- Intuitive agent desktop improves productivity
- Visual management tools for enhanced monitoring and reporting
- Unique presence and collaboration tools
- Unified queuing and reporting for voice, e-mail, web collaboration and outbound communications
- Self-service and transaction-based IVR support
- Multi-site networking support
- Integration kits for Siebel and SAP
Suitable for the HiPath 3000 V5.0/6.0, HiPath 4000 V2.0/3.0, HiPath 8000, Hicom 300 V6.6 (US only) and HiPath DX V9.0. The modular design gives you the option to upgrade seamlessly and easily from HiPath ProCenter Agile.
Contact us
Find out more about HiPath ProCenter call centre solutions and how they can benefit your business