Siemens Untethers Executives, Supervisors and Agents for Greater Effectiveness in and Out of the Contact Center; New Mobile CRM Features Coming to HiPath ProCenter Suites

Business Wire, July 31, 2001

Business Editors/Technology Writers

CHICAGO--(BUSINESS WIRE)--July 31, 2001

ICCM--Siemens Enterprise Networks LLC, a subsidiary of Siemens AG (NYSE:SI) and a leading provider of converged voice and data solutions, today announced at the International Call Center Management Conference and Expo (ICCM) a package of mobile CRM enhancements for its HiPath ProCenter(TM) Standard and Advanced suites. Designed to increase the effectiveness of contact center managers, supervisors, and executives, the HiPath ProCenter suites will offer four layers of mobility.

-- HiPath ProCenter Mobile CRM Alerts are designed for the contact center
manager requiring real-time alarms on contact center parameters such as number
of calls in queue, oldest call in queue or even specific customers in queue.
Alerts are sent to pagers or Wireless Application Protocol (WAP) enabled mobile
phones.

-- HiPath ProCenter Mobile CRM Reports offer executives data on contact center
parameters and rich CRM reports -- such as sales force activity, state of calls
in queue by business type as well as web and contact center productivity
reports -- to mobile devices such as PDAs, pocket PCs, SMS-capable (Short
Message Service) cell phones and devices, and mobile internet browsers such as
the SIMpad SL4(TM) mobile browser from Siemens Information and Communication
Mobile.

-- HiPath ProCenter Mobile CRM Interaction allows administrators to
interactively manage the contact center from a remote location.

-- HiPath Teleworking offers one-number service and is the ideal application
for the growing number of contact centers relying on remote agents. This
application creates a virtual link between the agent and the contact center
giving the remote agent access to the same tools as those agents located on
site, including full PBX features, screen pops, reporting, and more.

The mobility enhancements for the HiPath ProCenter Standard and Advanced suites address the demands of the growing mobile CRM market. According to a July 18, 2001 news release published by Datamonitor, the global mobile CRM applications market in the business-to-employee space is expected to grow from $70 million in 2000 to $1.3 billion in 2005.

Speaking at the Annual Global Call Center Managers of the Year Awards luncheon on July 31, Al Baker, Director Global Customer Interaction Solutions at Siemens Enterprise Networks LLC, addressed the need for speed and agility in the contact center. "The times are absolutely demanding more productivity and more flexibility from contact center management," Al Baker said. "Siemens is offering stronger mobile CRM features than ever before. These are precisely the tools that managers, supervisors, and executives need to convert the increasing demands on the contact center into opportunities to differentiate their business from their competition," he continued.

The mobile CRM enhancements for the HiPath ProCenter suite will be generally available in the U.S. in third quarter 2001.

HiPath ProCenter Office Mobile CRM and the SIMpad SL4 mobile browser will be demonstrated at the Siemens ICCM booth, No. 809.

About Siemens HiPath enterprise convergence architecture

HiPath enterprise convergence architecture from Siemens allows companies to implement new convergence technologies in voice and data infrastructures in line with their specific requirements, while protecting existing capital investments. A comprehensive portfolio of new IP communication solutions is already available. Siemens can deliver industry-leading, advanced applications, including those within the HiPath ProCenter product-customer interaction and HiPath MobileOffice messaging and mobility portfolios of solutions, across both circuit-switched and IP platforms. Further information on HiPath products can be found at http://www.hipath.com.

About Siemens

Based in Boca Raton, Fla., Siemens Information and Communication Networks, Inc., with its subsidiaries Siemens Carrier Networks LLC, Siemens Enterprise Networks LLC and Optisphere(TM) Networks Inc., is a leading provider of integrated voice and data networks and solutions for enterprises, carriers and service providers.

Siemens AG, headquartered in Berlin and Munich, Germany, is a leading global electrical engineering and electronics company, employing over 464,000 people in 193 countries, with sales in excess of $73 billion worldwide in fiscal 2000.

The United States is the largest market for Siemens globally. In the U.S., Siemens employs more than 85,000 employees and achieved sales of more than $16.2 billion in fiscal 2000. Siemens' U.S. businesses are leaders in the information and communication, healthcare, energy, industry, financial services, transportation and lighting sectors.

NOTE: Hicom and ProCenter are registered trademarks. HiPath and SIMPad are trademarks of Siemens AG. All other company, brand, product, and service names are trademarks or registered trademarks of their respective holders.

This release contains forward-looking statements based on beliefs of Siemens' management. The words "anticipate," "believe," "estimate," "forecast," "expect," "intend," "plan," "should," and "project" are used to identify forward-looking statements. Such statements reflect the company's current views with respect to future events and are subject to risks and uncertainties. Many factors could cause the actual results to be materially different, including, among others, changes in general economic and business conditions, changes in currency exchange rates and interest rates, introduction of competing products, lack of acceptance of new products or services and changes in business strategy. Actual results may vary materially from those projected here. Siemens does not intend or assume any obligation to update these forward-looking statements.