HiPath ProCenter
Improve your customers’ experience and first time problem resolution with 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 center operations through intelligent skills-based routing, universal queuing, routing and tracking across all your media channelsagent and management tools, and comprehensive reporting.
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.
Integrated with your other customer relationship management systems, will ProCenter deliver a world class customer service experience. It is market proven, fully scalable and can accommodate small 10 agent environments right up to very large multi-site enterprise installations.
The most innovative contact centers are increasing First Contact Resolution (FCR), retaining agents, and increasing customer satisfaction without regard to physical location of resources, customers, or the legacy voice technology. Scale and expand your operations to home-based agents, branch offices or overflow groups and backup locations. Rather than remain 'islands of functionality', linked your contact center into the knowledge and process fabric of the greater enterprise with the transformational concept of the Open Virtualized Contact Center. You CAN break down the inflexible physical, communications and technology boundaries of traditional site-based contact centers.
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.