HYPER-CONNECTED Contact Center
Hermes Net
www.vocalcom.com
Coming Release v5.0 and Roadmap
Version 1.2 by Simon Harrison
May 4th 2013
www.vocalcom.com
www.vocalcom.com
Market requirements
Better Agent
and Supervisor
Interfaces
 Twitter and Facebook customer contact capabilities
 Improved use of workspace and access for agents and
supervisors
Even Simpler
Administration
 Wizard support for queues, agent admin, web
campaign and workspaces
 Easier visual configuration, revised admin access and
singular interface to create main Contact Centre setup
Fully
Customizable
Reporting
Improved Core
CTI Engine
 Dynamic and customizable reporting
 Specific features to create look and feel, type of
reporting whether graphical or table based
 Best time to call, right device, right media
 Simpler, yet more powerful call strategy designer
Version 1.2 by Simon Harrison May 4th 2013
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v5.0 key features
 Simpler, more intuitive main application view
www.vocalcom.com
www.vocalcom.com
– Direct visibility of agents from application tab
– Pre-launch ‘systems check’
– Multiple skins
Version 1.2 by Simon Harrison May 4th 2013
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v5.0 key features
www.vocalcom.com
 New, simple, tabbed agent workspace
– Fully utilize browser window to handle
multi-channel contacts
– Each channel view configurable
 including channel specific control bar
– Lots more contact information
www.vocalcom.com
– New concepts such as general pause
across all contact media
– Completely customizable access
 By agent, (if allowed), supervisor and / or
based on configuration loaded
Version 1.2 by Simon Harrison May 4th 2013
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v5.0 key features
 Cross-browser and OS Support
– Entirely new, more modern and
efficient contact control, (CTI) toolbar
www.vocalcom.com
www.vocalcom.com
 Simpler OEM capability
– Change in approach to easily adopt
HTML5 innovation when ready making
it future proof
– Simplified, futureproof and 3rd party
friendly multi-browser support
Version 1.2 by Simon Harrison May 4th 2013
v5.0 key features
 @Twitter channel contact
www.vocalcom.com
www.vocalcom.com
– Unlimited rules for queued tweets
– Pre-defined answers and attachments
Version 1.2 by Simon Harrison May 4th 2013
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v5.0 key features
 Queue Facebook posts
www.vocalcom.com
www.vocalcom.com
– Pre-defined answers
and attachments
– Respond with email as
well as comments
– Search number of
comments, who from,
message containing,
number of likes
– Queue image posts
– Contact stats in the
workspace
Version 1.2 by Simon Harrison May 4th 2013
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v5.0 key features
www.vocalcom.com
www.vocalcom.com
 Entirely New Supervisor module
Version 1.2 by Simon Harrison May 4th 2013
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v5.0 key features
www.vocalcom.com
www.vocalcom.com
 Administration wizards
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HR, Queues, Web Campaigns, Workspace wizards
Easily add more wizards
All original configuration and more
Simple click, select compelling interface
Run wizards from launcher
Version 1.2 by Simon Harrison May 4th 2013
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v5.0 key features
www.vocalcom.com
www.vocalcom.com
 HR wizard
Version 1.2 by Simon Harrison May 4th 2013
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v5.0 key features
www.vocalcom.com
www.vocalcom.com
 Queues wizard
Version 1.2 by Simon Harrison May 4th 2013
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v5.0 key features
www.vocalcom.com
www.vocalcom.com
 Web campaign wizard
Version 1.2 by Simon Harrison May 4th 2013
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v5.0 key features
www.vocalcom.com
www.vocalcom.com
 Workspace wizard
Version 1.2 by Simon Harrison May 4th 2013
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v5.0 key features
www.vocalcom.com
www.vocalcom.com
 Advanced, comprehensive custom reporting
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Based on Crystal Reports
Can access stored SQL data
Report across all channels
Easy, fast, flexible report generation
Incredible power to measure contact center
productivity and performance (revenue)
Version 1.2 by Simon Harrison May 4th 2013
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v5.0 key features
www.vocalcom.com
www.vocalcom.com
 New Report
Designer
– Upload images
– Header, footer,
graphs, tables
– Individual
pages
Version 1.2 by Simon Harrison May 4th 2013
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v5.0 key features
 Signifiant improvements to CTI Core
– Modernized, transport technology between agent, supervisor and
admin
www.vocalcom.com
 Completely new socket support, (CT-Proxy)
 Merged HMP and AVAYA dialer and skills based routing architecture
– Provides ‘plug-in’ layer model
 Nice or HMP Recorder plugins
 Scalability and compatibility for Cisco, Alcatel and more
www.vocalcom.com
 Keep only one unit to drive all other CTI (HMP, AVAYA, CISCO, Alcatel, etc.)
– Faster, easier to develop further
Version 1.2 by Simon Harrison May 4th 2013
v5.0 key features
 Best Time to Call
www.vocalcom.com
– Set the order to call numbers or devices
– Specify how often to call a specific number and how often to call a
number in a specific time frame, (week, month)
– Up to 4 call schedules for each number
 For example call mobiles in the evening
– On each contact attempt, of each status, leave a different message
– Specify actions on not answered for each number or device type
www.vocalcom.com
 Busy? call again sooner
– Decide what number to respond to
Version 1.2 by Simon Harrison May 4th 2013
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v5.0 key features
 Even better in force.com
www.vocalcom.com
www.vocalcom.com
– Benefits of v5.0 enhance native Salesforce product
– Strengthened relationship with Sales Force allows us to consider a
simple, practical, and high availability.
Version 1.2 by Simon Harrison May 4th 2013
v5.0 Timeline Roadmap
www.vocalcom.com
www.vocalcom.com
 v5.0 available June
2013
 Key focus on
integration in
following releases
through to June
2014
Application look and feel,
Social channels, Custom Reports
Advanced CTI
MS CRM
Qualco Cash Collection
Cisco, Lync Telecom
SAP, Netsuite
Lead360 Integration
Version 1.2 by Simon Harrison May 4th 2013
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HYPER-CONNECTED Contact Center
www.vocalcom.com
Thanks for your time
Version 1.2 by Simon Harrison
May 4th 2013