• March 25, 2002
  • By David Myron, Editorial Director, CRM and Speech Technology magazines and SmartCustomerService.com

Siemens - A CRM Agent of Change

Addressing the issues common with integrating disparate vendors' CRM and voice and data networks solutions, Siemens Enterprise Networks LLC, a subsidiary of Siemens AG, made available its HiPath Services. "Enterprise communications networks are becoming increasingly complex, particularly as CRM and VoIP strategies bring additional technologies and vendors into the mix," said Drew Kraus at Gartner/Dataquest, in a prepared statement by Siemens. "As these solutions continue to stretch companies' IT departments beyond their comfort zones, CIOs are looking to solutions providers that can supply a variety of services spanning multiple vendors' technologies. By working with a solutions provider that can offer a breadth of services, companies can benefit from a continuity of services within their particular environment," Kraus continued. With more than 6,500 IP convergence implementations in small and large enterprises globally, the $1.8 billion Siemens division is primed to bring its HiPath Services to 160 countries. "The new HiPath Services portfolio, like all of our IP convergence products, offers customers a practical approach to convergence today," said Paul Reitmeier, senior vice president of Services at Siemens Enterprise Networks. "Our strategic partnerships with leading companies mean that we can guide the customer through technology decisions that make good business sense. Then we stay close by in global customer support centers manned round-the-clock to ensure that the technology really delivers," Reitmeier continued. The HiPath product suite includes IP- and circuit-switched communications platforms, IP telephones, multimedia PC clients, IP-based applications for mobility, messaging, and the contact center, and professional services. HiPath Services fall into three main categories: professional, lifecycle, and managed services. HiPath Professional Services include business process re-engineering, systems integration and customization to integrate applications such as CRM and security solutions. HiPath Lifecycle Services include design, project management, installation, proactive monitoring, and support. HiPath Managed Services include telecommunications outsourcing to suppliers and partners who can streamline processes, define metrics, and establish service level agreements.
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