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OpenScape Contact CenterAgile V8Bringing Customer SatisfactionWithin ReachFebruary 2010Page 1Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Agenda Introducing OpenScape Contact Center Agile Business Value Summary Agent Desktop Presence and Collaboration Manager Desktop Integrated Email and Callback Intelligent Group-Based Routing Supported EnvironmentsFebruary 2010Page 2Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Introducing OpenScape Contact Center AgileIs your company offering voice and emailinteraction channels to your customers?Are you looking for ways toincrease productivity in contact handling?Do you want to leverage employee knowledge beyond thecontact center to improve customer satisfaction?Are you looking for an integrated solutionbut without the complexity?February 2010Page 3Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Introducing OpenScape Contact Center Agile Intelligent group-based integrated voice and email routing for small to midsize contact centers Up to 100 active agents (including remote and distributed) Next generation visualization tools for enhanced contact center management Intuitive agent desktops for improved productivity Innovative presence and collaboration tools to helpagents achieve first contact resolution Software-only solution that fits easily within your ITinfrastructure Seamless upgrade to OpenScape Contact CenterEnterprise for investment protectionAgileFebruary 2010Page 4Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Business ValueSummaryJune10 2010FebruaryPage 5Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Business Value SummaryEasy to Implement and Maintain Streamlined installation wizards with built in configuration validation Easy-to-learn, intuitive Agent, Supervisor, Manager, and AdministratorDesktops require less training and faster start-up Implement your contact center solutionin days, not weeks or monthsFebruary 2010Page 6Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Business Value SummaryA modular software solution that easily evolves with your changing needsFlexibly grow your contact center up to 100 active agentsStart with one media then easily add new media when you are ready: Voice Email Callback Web CollaborationFebruary 2010Page 7Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Business Value SummaryDesigned for Growth and Evolution Flexible Deployment Options: Traditional (TDM) Hybrid (TDM-IP) Pure IP telephony Deploy individual IP agents whereneeded Evolve to a completely IP-enabledcontact center Cross platform supportwith one application baseFebruary 2010Page 8Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Business Value SummaryEvolve your contact center to meet your business needs Seamless upgrade path to OpenScape Contact Center Enterprise: Increased agent capacity to 1500 active users Skills-based routing Web Collaboration Multi-Site Networking CRM Ready Integrationsand SDK toolkitAgileFebruary 2010Page 9EnterpriseCopyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Agent DesktopJune10 2010FebruaryPage 10Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Leadership in User Experience – Agent Desktop Fully blended Agent Desktop for handling voice, emailand callback interactions Highly intuitive and visual user interface for efficient andeffective interaction handling Flexible and customizable application desktops forenhanced usability Multi-language support with changes “on the fly” English German Spanish French Italian Brazilian PortugueseFebruary 2010Page 11Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Agent Desktop – Contact Handling Intuitive, blended desktop formultimedia contact handling(voice, email, callback) Easy-to-use softphone andagent state controls Real-time screen pop of contactinformation and customer datafor all media One-click access to previousinteractions via the Contact LogFebruary 2010Page 12Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Agent Desktop – Voice Contact Handling Intuitive softphone to streamlinevoice interaction handling Screen-pop with contact detailsand customer data synchronizedwith each incoming call Directory tab with data from anLDAP directory lookup Convenient access to Wrap-upreason codes that can be trackedand reported onFebruary 2010Page 13Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Streamlined Multimedia Contact Handling – Email Intuitive blendeddesktop for handlingemail contacts Screen-pop withsender and contactdetails synchronizedwith each incomingemail Directory tab withdata from an LDAPdirectory lookup Convenient accessto Wrap-up reasoncodesFebruary 2010Page 14Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Streamlined Multimedia Contact Handling – Email Internal and external emailforwarding and consultation Auto-suggest templateslibrary Thread history for emailinteractions Additional “Client Search”functionality Email history helps agentsunderstand the sequence ofinteractions leading to asatisfactory resolutionFebruary 2010Page 15Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Agent Desktop – Handling Callbacks Allow customers to request a callback viaautomated attendant or from the web Customer callback requests are part of thecall queue processing flow Automatically call the customer back if theyabandon while waiting in queue Integrated preview dialer Callbacks routed by matchingagent qualifications andavailability with call requirements Blended inbound/outboundqueue helps improveagent utilizationFebruary 2010Page 16Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Agent Performance FeedbackAgent Statistics Empowering real-time personalperformance statistics streamed to theagent’s desktop Adherence and personal performancestatistics ensure business targets andmetrics are visible Continuous feedback enhances Agentsatisfaction and enables self managementFebruary 2010Page 17Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Presence andCollaborationJune10 2010FebruaryPage 18Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
The Agent Can’t Always Do It AloneState:unavailable“ agents rely onassistance from othersto resolve more than 25%of difficult, sensitive or urgentcustomer calls “States:availabletalkingworkingManager /Knowledge WorkerSubject MatterExpertsSource: Siemens Communications /CRMxChange Survey, 2006Contact CenterAgentState:availableCustomer CallerFebruary 2010Page 19SupervisorCopyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Leveraging the Knowledge and Expertise of theExtended EnterpriseEnterprise Users / Knowledge WorkersDistributed / Remote AgentsVoiceCollaborationVoice over WLANCollaborationContact lows users to view real-time availability, communicate and collaborate withteam members across the enterprise, regardless of location or mediaFebruary 2010Page 20Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Presence and Collaboration Give agents the ability to “see”who is available to help resolvea customer issue in real-time((( Leverage the knowledgeand expertise acrossthe company to providehigher value interactions Increase first contact resolution,productivity and customer satisfactionFebruary 2010Page 21Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Agent/Expert Presence and CollaborationUnavailable Visually monitor the immediatepresence and availability of usersacross voice and email media View user presence status within anLDAP directory searchAvailable(((Talking Instantly identify who is availableto accept a call transfer or assistin a call or email interaction “One-click to communicate” makescollaboration fast and easyacross the companyProcessing EmailWorkingLogged offFebruary 2010Page 22Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Team List and Team Bar Users can be sorted andviewed by job role,department, group or name Select user for collaborationbased on area of expertiseor readiness to communicate Avoid unnecessary callbacks,re-queues, blind transfersor transfers to voicemailFebruary 2010Page 23Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Speed List and Speed Bar Fast and easy retrieval of contactinformation for frequent internaland external contacts Up to 100 entries in the Speed List Add entries from an LDAPDirectory to the Speed List withjust a mouse click One click to communicatevia phone or emailFebruary 2010Page 24Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
LDAP Directory Integration Access to unlimited data fromyour LDAP directory Convenient search functionality Add directory entries to theSpeed List / Speed Bar Returns snapshot presence forimmediate collaboration Multimedia productivity beyondthe boundaries of the contactcenterFebruary 2010Page 25Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
ManagerDesktopJune10 2010FebruaryPage 26Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
OpenScape Contact Center Agile Manager DesktopAn intuitive Management interface withthe tools to effectively manage yourContact Center Administration Center Broadcast Center Design Center Report Center Telephony CenterFebruary 2010Page 27Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Manager Desktop – Administration Center Truly unified desktop for allsystem administrationfunctions Define and administer usersand groups, with the ability toupdate the profile for multipleusers Make changes “on-the-fly” Easily manage user profilesand permissions with ultimateflexibility and securityFebruary 2010Page 28Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Manager Desktop – Broadcast Center Easy point-and-click setup for rulesbased Wallboard and Broadcaster“ticker tape” output Send real-time statistics andperformance data for all mediadirectly to wallboards and userdesktops, or project onto a plasmadisplay from a user's PC Configure rules-based thresholds toalert agents of changes in importantoperational conditionsFebruary 2010Page 29Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Manager Desktop – Design Center Unique, graphical DesignCenter with visual, workflowstyle tools Easy-to-use single point ofdesign for all routingstrategies and contactprocessing flows: Voice EmailFebruary 2010Page 30Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
OpenScape Contact Center Call DirectorIntegrated IVR Fully integrated into the Design Center workflow Auto-answer, greetings, intelligent messages and announcements Menus and caller navigation for “automated pre-routing” Digit collection and related screen pop External open database ODBC read / write access Custom components to execute virtuallyany routine or external application Dynamic, multi-formatNumbers-to-Speech playbackFebruary 2010Page 31Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Manager DesktopEmail Routing and Queue Processing Unified routing engine tocategorize, route and queueemail interactions Visual, workflow-style interfaceto define routing strategies andqueue processing flows Email categorizations based oncontent analysis of subject lineand body text Auto-acknowledgement, autoresponse and auto-suggest inHTML and plain text format Enables closed loop trackingFebruary 2010Page 32Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Manager Desktop – Callback Use intelligent group-based routingto match callbacks with the bestqualified available agent Blend inbound calls and callbacks toimprove agent utilization Multiple callback queues for differenttypes of callback interactions Intuitive interface for agent definedcallbacks to ensure follow-up Enable the customer to request acallback as part of a routing strategyor while waiting in queue Automate defining callbacks forcustomer calls abandoned in queue Web interface for customer requested callbacksFebruary 2010Page 33Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Manager DesktopMicrosoft Dynamics CRM IntegrationMicrosoft Dynamics CRM integrationout-of-the-box Easy to implement screen-popfunctionality using a fullyintegrated component in DesignCenter Identify and retrieve customerrecord based on ANI or inputteddigits Push screen-pop to agent desktopsynchronized with each incomingcallFebruary 2010Page 34Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Manager Desktop – Report Center “Point-and-click” to defineand view a virtuallyunlimited number of reports Real-time andcumulative views, alertsand notifications Graphical and tabularhistorical reports Blended media ormedia-specific Integrated trend analysisand projectionFebruary 2010Page 35Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Manager Desktop – Report CenterReal-Time and Cumulative Views Simultaneously view up to fourreal-time and cumulative reports Enhance management decisionmaking with a built in analyticmodel for trend analysis andprojection Define audio and visual thresholdalerts when operational metricsare exceeded Specify multiple views for fastand easy accessFebruary 2010Page 36Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Manager Desktop – Report CenterHistorical Reports Create historical reports inflexible graphical and tabularformats Output reports for on-screendisplay, E-mailing, printing, orexport to various file formats(Excel, HTML, Text, PDF) Use the report scheduler toautomatically run reports on adaily, weekly or monthly basisFebruary 2010Page 37Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Manager Desktop – Report CenterActivity Reports Easy-to-use interface fordefining and running detailedactivity reports Examine the step-by-stepprogression of any incomingcontact Review the activities of anyuser for a specified timeperiod Report on scheduledcallbacksFebruary 2010Page 38Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
IntegratedEmail andCallbackJune10 2010FebruaryPage 39Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Integrated Email and Callback Improve customer satisfaction andaccessibility by offering a choice ofcommunication channels Optimize agent productivity with acommon user interface for all media Increase management productivitywith cross-media administration, viewsand reporting Leverage one common routing engineand management interface for voice,email and callback interactionsFebruary 2010Page 40Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Integrated Email Route customer emails into yourcontact center to agents with the skillsto handle emails Optimize agent productivity with acommon user interface for voice andemail interactions Increase management productivitywith common tools to handle emailslike any other media Leverage familiar contact centerframework and tools for both voiceand emailFebruary 2010Page 41Copyright Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Integrated Callback Scheduled customer callbacks to improvecustomer
Introducing OpenScape Contact Center Agile Intelligent group-based integrated voice and email routing for small to mid-size contact centers Up to 100 active agents (including remote and distributed) Next generation visualization tools for enhanced contact center management Intuitive agent desktops for improved productivity
