Classical Call Center
IT Setup
ERP
CTI Server
Dialer
IVR
Recorder
Database
PBX / ACD
Customers
Agents
Hermes.Net Call Center
ERP
CTI Server
Customers
PBX
/ ACD
PBX
CTI
Dialer
IVR
Recorder
Database
Dialer
Fully web enabled
IVR
Recorder
Agents
Hermes.Net Call Center
ERP
Customers
PBX
CTI
Dialer
IVR
Recorder
Database
Fully web enabled
Agents
About Hermes.Net
Internet born Contact Center
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Integrated multi channel contact center solution.
– It contains all the applications needed for a contact center
– Handle multiple media from the same software
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Central server driven through a web interface.
– There is no need to install software on individual workstations.
– Users can log on from anywhere in the world, simply with a PC with an
Internet connection.
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Customizable
– Hermes.Net is highly scriptable and includes connectivity to most popular
databases.
Hermes.Net Software Suite
Everything you need in one package
IVR
CTI
Dialer
Administration
Recorder
Email
Fax
Sms
Video Call
Script designer
Agent
Real time Supervision
V-Server
IVR Editor
Reporting
Agent Editor
Agenda
Hermes.Net Software Suite
Description
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V-Server
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Vocalcom’s ACD based on Intel Dialogic & HMP technology
Works with any other already installed PBX or in standalone mode
Administration
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Configure campaigns settings
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Script designer
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Generate reports on your production statistics. (Number and type of calls by period, by agent, etc.)
Supervision
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Visually design automated voice response scenario with pre-recorded message or speech
synthesis.
Connect to external databases and web-services.
Reporting
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Visually design workflow script for the agents.
Display information from databases and proprietary applications.
IVR Editor
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Inbound, outbound, e-mail, web-callback.
Call files, Dial plan, Overflow strategy, IVR and sound messages.
Manage Human resource (Skills and supervision group, opening hours, holidays)
Monitor your agents and production statistics in real time, define custom alerts, listen, whisper or
intrude in any conversation. Customize the interface to see only what you need.
Agent
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Provide the agent with all the telephony function and access to the script workflow
Architecture
ICBS
Product features
Hermes.Net Solution General Features
100% Web Based
Automatic Call Distributor (ACD)
Reporting System
CTI platform
Interactive Voice Response Unit (IVR)
Real Time Monitoring
Recorder
Dialer
Unified Messaging - FAX and SMS Activated
Scripting Tools
Blended Campaign Management (inbound/outbound)
External tools and applications integration enabled
Hermes.Net IVR
IVR Features
Multi language (English, Arabic, French, German, Spanish…)
Full PSTN and VoIP (SIP and H.323) support
IVR active on all channels
Call management (Call queuing, forwarding, outsourcing, prioritization, VIP…)
Voice mail
Remote monitoring (Web and Audio)
Speech synthesis and speech recognition
Automated Outbound IVR Campaign without agents
Integration API (Database, Web-Services, External software)
Graphical editor
Architecture
Standalone with direct connection to the PSTN
Pros
-Economical
-Simple architecture
-Self-contained
Cons
-No integration with local
station (PBX)
Architecture
Integration with a SIP-IPBX
Integration with a legacy PBX
Integration Overview
Inbound Calls
Customers
IVR/ACD/Dialer
Information system
Databases
Contact Center with screen popup
Voice Mail
CRM
External routing
Integration Overview
INBOUND
OUTBOUND
Predictive dialing
Access information /
business methods
Dialer
IVR
(e.g. Authenticate
customer, account
status, last 5
transactions)
Generate of list of
person to call based
on customer status
Automatic popup of
customer screen
Agents
Contact Center 101
Contact Center
From Call Centers to Contact Centers
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Traditionally, contact centers have been called call centers.
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Call centers have evolved to support a larger range of
communication channels than just phone communications.
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Contact centers communicate with customers on many medium
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Faxes
E-mails
Internet chat
Web-callback
SMS
IVR
Telephone
Every medium is routed like a phone call to the appropriate agent thus
optimizing handling time and costs
Operation Mode
Inbound / Outbound
There are two main types of operation mode for contact centers.
They can either be contacted by customers (Inbound) or contacting customers.
(Outbound)
Outbound call center
Call center services that consist of calls made by a company representative
out to customers. Outbound call center calls are primarily telemarketing calls
but company may found other purpose to call customers like debt collection or
help-desk follow-up.
Inbound call center
Call center services that support calls received from a customer.
Inbound call center calls typically include customer support and help desk
calls.
Some contact centers works in a mode called blended where the
Agents handle both inbound and outbound contacts.
Contact Center’s Roles
Quick overview
Operation Manager
Manage the call center
Supervisors
Watch over a team of agents
Agents
Handle customer’s queries
Contact Center’s Roles
Descriptive Overview
Those are positions specific to the contact center universe
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Agent
Agent or Operator represents more than 90 percent of the workforce of a
contact center. They are responsible for handling customer’s queries on every
medium available to the contact center.
The duties and the level of qualification required will depend on the type of
products or services that the organization provides and the type of clients he is
servicing.
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Supervisor
Supervisors, as team leader, have the responsibility to coach agents and
monitor the real time operation status of the contact center.
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Operation Manager
Call centre managers are responsible for the daily running and management of
a call centre through the effective use of resources ensuring the call center
runs smoothly.
Contact Center 101
Keys for a successful contact center
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Productivity & HR Cost
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Flexible workforce management
Minimize Workforce
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Minimize Average Handling Time
Self Service
Optimize processing time
Training
Customer satisfaction
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Competence of staff
Time to service / Personalization of service
Multiple ways of accessing the service
Match Business objectives
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Contact center must integrate the company’s processes
Tools: Call and media blending, Profile based routing, Predictive dialers,
Fully customizable IVR and Scripts, Custom Supervision and
Reporting, Automated callbacks, Integration with 3rd party
Web Thin-clients Benefits
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Save time: by centralizing the software on a single application server, installations, updates and repairs
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Lower cost of ownership: sending support staff to individual workstations for updates or repairs is
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Respond quicker: as all changes can be carried out in one location, the contact center can respond
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Simplify IT management: as it is not necessary to carry out changes, upgrades or installations on
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Hardware flexibility: because processing is done on a main server, workstation power is less important
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Lower risks: centralized control of an enterprise-wide application improves the application of best
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Remote access to data: users can log on from anywhere in the world, simply with a PC with an
are done much quicker, resulting in significant time savings.
not only time-consuming, but also very expensive. Being able to carry out changes on a single server rather
than on each workstation separately, results into a substantial lowering of costs.
much faster to changing conditions. Responsiveness is a key success factor in the contact center.
individual pc’s, IT management becomes much more straightforward. Furthermore, one central application
server means better control over all applications the users can access.
than in a client/server network, thus reducing the need to continually upgrade hardware.
practices and reduces risks because all control is in the hands of a centralized authority. This also includes
lower risks for failures, viruses, and so on.
Internet connection. It is especially useful for companies who decide to delocalize or decentralize their
contact centers or employ home workers or tele-workers.
Screen-Shots