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HiPath ProCenter Call Director
Page 2 Siemens Communications
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
Page 3 Siemens Communications
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)
Page 4 Siemens Communications
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
Page 5 Siemens Communications
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
Page 6 Siemens Communications
Call Director Components
Page 7 Siemens Communications
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)
Page 8 Siemens Communications
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
Page 9 Siemens Communications
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)
Page 10 Siemens Communications
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
Page 11 Siemens Communications
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
Page 12 Siemens Communications
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
Page 13 Siemens Communications
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
Page 14 Siemens Communications
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
Page 15 Siemens Communications
Call Director Usage Scenarios
Page 16 Siemens Communications
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
Page 17 Siemens Communications
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.
Page 18 Siemens Communications
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.
Page 19 Siemens Communications
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.”
Page 20 Siemens Communications
Routing Strategy: Simple Transactional Application Scenario – Stop Newspaper Delivery
Call Director Digit Collection:
“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”
Call Director Digit Collection:
“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.
Page 21 Siemens Communications
Call Director Messages and Announcements Usage Scenarios
Page 22 Siemens Communications
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)
Page 23 Siemens Communications
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
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