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 CTI natif
The inteligent call distribution is simplified by the native CTI interface.
With Hermes ACD all the call information is recorded and saved in the system databases.
Hermes ACD is compatible with all ODBC comliant databases (Open Data Base Connectivity), ADO (Active Data Object) and accesible from most of the industries statistical applications.
Fonctions
Each campaign is entirely configuirable via a Direct inward dialing (DID).
you have at your disposal a wide variety of functions that can be programed in order to optimize each campaign.
you can set : number of lines you wish to use, the welcome message, estimated wait time, the IVR,
, the skill sets and the closing messages.
If the wait time is high the system can record the callers telephone number so that an agent
can call him/her back as soon as they are free to make a call.
All the messages are recorded under wave format (.wav : the format most commonly used)
allowing you to put togehter your campaigns quickly and simply.
Treating calls
All call information will be stored to the contact centers database systems.
When a client calls in, all relevant information is presented to the agent.
With Hermes ACD Connect™, you can define specific rules and or priorities for clients who for example call very often.
The system can also send the caller to the agent who treated his call during his previous call to your center.
Hermes ACD Connect understands that a large number of calls will not be handled, it therefore has abandon solutions that can be set, automatic call backs in case of high queue times,
or the system can play a specific message to inform the caller that there will be an extensive wait time.
Call blending
The Herms ACD Connect call blending feature allows you to optimize your campaigns and the productivity of your agents.
The system will automatically send outboud calls to your available agents in the event where the inbound call volume is low.
The system will send inbound calls to agents and stop the outbound dialing process for these agents, this is a dynamic process
depending on call volumes.
Queue management and agent profiles assignment
Hermes.Net™ allows you to manage and configure each queue with a level of skill sets from an array of cutomizable profiles.
A call can be treated diferently based on the number dialed or based on the callers number, these calls can be treated diferently basedon the origination of the call. As soon as the call comes in,
the voice server will prompt the caller to chose a language, a service or a skill set. Hermes.Net™ allows you to create as many queues necessary to properly and efficiently treat your inbound.
Skill profiles can be configured and set to properly process all your queues requests, this can be for a specifiv choice of language, a technical
level, industry, department, etc... Hermes.net allows you to sex multiple levels of profiles for your individual queues, this configuration is done with a scale from 1 to 10.
Once set and attributed to the queues, all that is left to do is assign agents to their specific skill sets.
Simplicityé Simple Conceptual voice scenarios
The intuitive graphical user interface allows you to create your IVR scenarios. Equipped with a toolbox you can define your structure, messages, connections to databases and the speech engine application. The test mode lets you simulate calls in order to test your IVR before putting it live. All the changes that are made in the IVR editor are taken into consideration in real time. From start to finish you hold the necessary tools to properly create and manage your interactive voice scenarios. .
The test mode lets you simulate calls in order to test your IVR before putting it live. All the changes that are made in the IVR editor are taken into consideration in real time. From start to finish you hold the necessary tools to properly create and manage your interactive voice scenarios.
Efficiently treat every call
Efficiently send calls to TSR’s with the appropriate skill sets. Using DTMF inputs or speech recognition, X’Voice allows you properly route calls directly to a specific department, this also lets you prioritize VIP calls versus nuisance calls. .
With specch recognition you can now answer your calls 24h/7
Over and above a speech recognition application, Natural voice is a true grammatical and analysis software application regardless of the context or vocabulary that is used. This engine doesn’t only understand language but analyzes the actual phrase and anticipates requests in order to be proactive during the conversation. It uses a historical engine to keep the interaction in memory and transact and analyzes the phrases very quickly (milliseconds) in order to guarantee proper response during the communication. Today Natural language is widely used in the financial industry, stock market and in domestic household automation. Natural Voice allows you to interact and manage your client request around the clock. ice is your virtual assistant, answer your clients calls 24/7 using speech recognition. Today’s speech enabled products are sophisticated and very powerful allowing you to personalize and transmit the information in your databases to your callers in real time. Speech recognition is a key tool in interacting with your customers. This application understands, analyzes, interacts and responds to the caller’s requests even if the callers decides to change his objective the system will adapt to the callers voice pattern
X’Voice is your virtual assistant, answer your clients calls 24/7 using speech recognition. Today’s speech enabled products are sophisticated and very powerful allowing you to personalize and transmit the information in your databases to your callers in real time. Speech recognition is a key tool in interacting with your customers. This application understands, analyzes, interacts and responds to the caller’s requests even if the callers decides to change his objective the system will adapt to the callers voice pattern. Over and above a speech recognition application, Natural voice is a true grammatical and analysis software application regardless of the context or vocabulary that is used. This engine doesn’t only understand language but analyzes the actual phrase and anticipates requests in order to be proactive during the conversation. It uses a historical engine to keep the interaction in memory and transact and analyzes the phrases very quickly (milliseconds) in order to guarantee proper response during the communication. Today Natural language is widely used in the financial industry, stock market and in domestic household automation. Natural Voice allows you to interact and manage your client request around the clock.
Diminuez vos crtes d'appels
Diminuez vos crtes d'appels en anticipant le motif des appels de vos clients.
Les priodes de crises, telles que les retards de livraison, ou les pannes techniques gnrent des pointes
d'appels difficiles absorber. Vous pouvez alors dclencher automatiquement un SVI qui ds le pr-dcroch
diffusera un message rassurant vos clients, qui auront eu la satisfaction d'une rponse, avant mme d'avoir pos leur question. De la mme faon, en solution de dbordement, X'Voice peut vous aider traiter tout ou partie de vos appels.
Reduce your talk time
Control High call volumes periods by anticipating the motive of the calls from your clients. During high volume periods peak time; emergencies, delivery delays or technical disasters can be very difficult to manage and handle. You can therefore enable an automatic IVR that will play a message reassuring your customers that you are experiencing a high volume of calls and even provide the reason for it. This feature can also be useful for our overflow solutions.
In Sync with your Enterprise
In Sync with your Enterprise, X’Voice can interact with all types of databases; (SQL, Oracle, Informix, Sybase) giving you the ability to interact with your clients in real time as well as your teams working remotely this way they can be in sync with the rest of the company, these include; planning, inventory, activity reports and more. X’Voice can be integrated to your proprietary or third party CRM applications threw web services. All the information collected in your IVR’s may be synchronized to your CRM giving you a fully featured enterprise solution. .
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