HiPath ProCenter CRM Ready Integration

for Siebel

Validated Integration
 HiPath ProCenter CRM Ready Integration for Siebel

 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

Page 2 Siemens Communications

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

Page 3 Siemens Communications

 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

Page 4 Siemens Communications

 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

Page 5 Siemens Communications

 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

Page 6 Siemens Communications

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

Page 7 Siemens Communications

HiPath ProCenter and Siebel Architecture

 An integrated Siebel-
Siemens CTI architecture Agent

consists of the Siebel Customer

client application and

Siemens CRM Ready
Integration Agent Desktop
Corporate IP Network
 The Siebel 7.8 Integration HiPath ProCenter CRM Ready Integration for Siebel
transports caller details
from the HiPath ProCenter
HiPath ProCenter Enterprise
Server to the Siebel •Softphone functionality Siebel CRM
•Agent tools •Customer files
application, which ensures •Screen pop
the seamless delivery of
caller information to the
Siebel application desktop

Page 8 Siemens Communications

Siebel Customer Screen Pop Scenario

Existing Account
Screen Pop

Customer Customer is Account number Call routed

call received prompted with or ANI queried to agent with
by HiPath IVR menu against screen pop
ProCenter option to input Siebel database of customer’s
Enterprise account existing
number Siebel CRM
Account

Page 9 Siemens Communications

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 DekaBank is the leading
asset manager and central
Professional Services. financial services provider of
the German Savings Banks
Group. With business
Benefits
volume totaling more than
 Improved service while maintaining a unified view of customers EUR 125 billion, DekaBank
 Now all inbound inquiries are routed to the most appropriate agent, is one of Germany's largest
financial institutions.
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 routed
 Solution provided 100% accessibility to account and banking
information
 Contact center is used to win new customers by providing a wide
range of service support
Page 10 Siemens Communications
 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

Page 11 Siemens Communications

HiPath ProCenter CRM Ready Integration
for Siebel

Validated Integration