Siemens HiPath ProCenter Contact Center Solutions Now Deliver Pre-Built Certified Microsoft Dynamics CRM Integration

Business Wire, March 6, 2006

BOCA RATON, Fla. -- Siemens Communications Inc. today announced that businesses of all sizes can take advantage of pre-built Microsoft Dynamics CRM integration with Siemens(R) HiPath(R) ProCenter(R) Agile and HiPath ProCenter Standard contact center solutions. The out-of-the-box integration with Microsoft Dynamics CRM software, coupled with HiPath ProCenter solutions, delivers valuable customer information to contact center and enterprise desktops, enabling faster first-contact resolution of customer calls.

The HiPath ProCenter portfolio's pre-built integration helps provide enterprises with lower total cost of deployments by reducing or eliminating the need for manual configuration of the solution on each agent's desktop. The integration is embedded within the contact center's routing workflow for ease of business process integration.

"Enterprises value contact center solutions that support appropriate levels of functionality and can be quickly and cost-effectively extended with pre-integrated, add-on or third-party applications," said Joe Outlaw, principal analyst of contact center solutions with Current Analysis. "Siemens is providing a component-based, certified integration that helps enterprises meet today's customer requirements and opportunities."

Automated screen pops, with vital Microsoft Dynamics CRM customer records, are pushed to the agent desktop to help provide more streamlined contact handling and more personalized customer service. With ProCenter, enterprises also benefit from the ability to match - in real time - agent skill sets with specific customer needs.

By leveraging the HiPath ProCenter portfolio's presence and collaboration tools as well as the ability to coordinate screen transfer capabilities, agents can quickly identify the availability of other agents and enterprise employees and transfer a customer call with the matching, pre-populated Microsoft Dynamics CRM form. The combined solution empowers agents to resolve customer inquiries on first contact by immediately collaborating with other enterprise experts within an organization.

Caller ID (automatic number identification or ANI) and data collected through integrated interactive voice response (IVR) capabilities of the HiPath ProCenter portfolio are used to trigger the most appropriate screen pop for an existing or new customer, including contact, lead, case numbers and account information. With the graphical and user-friendly HiPath ProCenter Design Center feature, Microsoft Dynamcis CRM screen pops can be included in contact center routing strategies.

"Enterprises of all size can now compliment Microsoft Dynamics CRM with the benefits of the HiPath ProCenter portfolio's industry-leading mix of presence-enhanced call controls, visual workflow designer, telephony features, call statistics and multimedia collaboration tools," said Al Baker, vice president, Global Product Management, eCRM Solutions, Siemens Communications Inc. "We've made this a turnkey configuration step for enterprises as well as for Siemens' channel resellers that want to deploy advanced and unified CRM solutions within a TDM, IP or hybrid telephony environment."

About Siemens

Siemens AG (NYSE:SI) is one of the largest global electronics and engineering companies with reported worldwide sales of $96 billion in fiscal 2005. Founded nearly 160 years ago, the company is a leader in the areas Medical, Power, Automation and Control, Transportation, Information and Communications, Lighting, Building Technologies, Water Technologies and Services and Home Appliances. With its U.S. corporate headquarters in New York City, Siemens in the USA has sales of $18.8 billion and employs approximately 70,000 people throughout all 50 states and Puerto Rico. Eleven of Siemens' worldwide businesses are based in the United States. With its global headquarters in Munich, Siemens AG and its subsidiaries employ 460,000 people in 190 countries. For more information on Siemens in the United States: www.usa.siemens.com

About Siemens Communications Inc.

Siemens Communications, Inc. offers its customers a broad portfolio of communication products and services and is a leader in convergent technologies, products and services for wireless, fixed and enterprise networks. The company's portfolio ranges from devices for end users to complex network infrastructures and complementary services for enterprises, carriers and service providers. Siemens Communications Inc. is headquartered in Boca Raton, Fla. For more information, visit www.usa.siemens.com/communications

Note: Siemens, HiPath and ProCenter are trademarks or registered trademarks of Siemens AG or its subsidiaries and affiliates. 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.