Siemens Information and Communication Networks Inc. has unveiled its HiPath ProCenter Agile, a full-featured contact center solution for small to mid-sized businesses. ProCenter Agile features easy installation and presence capabilities that improve agent productivity and customer satisfaction. Based on Siemens’ OpenScape software, the presence tools allow agents to view the real-time availability of other agents, managers and other employees using a Windows-based desktop PC. In addition, smaller businesses will benefit from caller prompting menus, call routing strategies, screen pops and real-time/historical reporting, as well as a view of calls waiting in queue. Other notable features include a Contact Log that tracks all inbound and outbound calls with single click callback and Report Center with built-in trend analysis.

With HiPath ProCenter Agile, smaller businesses can take advantage of affordable, advanced contact center functionality. Simplified administration, intelligent routing, presence-awareness and real-time collaboration will help small- and mid-sized enterprises (SMEs) better compete in the marketplace. Contact centers can integrate Agile with their Siemens Hicom 300, HiPath 4000, HiPath 3000/5000 or Realtis DX system to support up to 150 active agents (500 defined), 50 agent groups and 15 managers.

Other vendors targeting the fast-growing SME contact center market include Aspect, Avaya and Cisco. Aspect’s Iphinity Call Center supports 48 to 150 agents and enables advanced inbound and outbound call processing, call routing based on customer data or number dialed, caller menu options, agent skill sets, estimated wait times, a graphical interface for configuring and modifying agent resources, and options such as networking and predictive dialing. Avaya’s Compact Contact Center client/server application for IP Office supports 75 local or remote agents (150 agents in future) and five supervisors with real-time monitoring of alarms and agents, PC-based or wall-mounted wallboards, in-depth historical reporting and customized reports, workforce management and a Multi-media Module to manage phone, Web Chat, and E-mail communication. Similarly, Cisco’s IPCC (IP Contact Center) Express Edition targets smaller contact centers with up to 75 agents (150 agents in future) and is available in two versions: Standard (informal call centers) or Enhanced (full featured call centers that require CTI capabilities). IPCC Express is a voice-only solution and does not incorporate e-mail or Web-based customer interactions.

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