Internet occupies a more and more strategic place in the communication towards the customers and the prospects.
The way we communicate has evolved; new medias have emerged in the way we interact with our customers.
State-of-the-art, Vocalcom has integrated with these medias in order to provide innovative contact center solutions to your clients in order to offer them new services, satisfaction and reliability, and develop their loyalty.

Web Call Through & Web Call Back

Nevertheless, your clients can call you directly form your website without using a telephone. By using the voice over IP protocol, Hermes.Net will commute the call to an available agent, with the IP address of the correspondent and the URL address of the page on which he surfes. The client and the TSR will therefore establish their communication directly on VOIP. Web Call Through adds interaction and the human touch to your website, enhancing your sales and optimizing your help desk.

During closed hours, or for people who visit your website and are not equipped with speakers and a microphone, the Web Call Back function replaces automatically the direct getting in touch. They can select the «Call me» button on your website, they would then provide a telephone number that will interact with the Hermes Eagle outbound engine call them immediately, or back at the specified date and time. The web call back will be distributed to the first skilled available agent.

Chat, online Discussion

Chat applications have evolved and play a key role in today’s workplace. Primarily used for help desk, chat has certain interactive advantages compared to email. Your clients or prospects can start a chat session with your agents directly from their internet browser from a link on your website. Interaction can be done using a chat dialogue or by a co browsing feature that allows the two parties to share browser information. This chat session is used without the use of a telephone, the key advantage of this feature is that you can manage multiple conversations simultaneously.
By integrating Natural Language, Hermes.Net gives you the ability to service your clients 24/7, automatically and with a real time chat dialogue session. You therefore have an integrated communication system directly on you website. You so have, linked to your website, a multitude of virtual agents, capable of answering all the questions of your customers, and it, in several languages.

Le Co-Browsing, partage d’applications

Visual Sharing is a Co-browsing application that provides interaction, guidance and assistance directly from your website. In fact, 60% of web surfers claim that they can not find what they are looking for during their navigation this applies to online purchases and for support inquiries. Visual Sharing gives your agents tools to interact and share their screen with the web surfers.
This allows the TSR’s to provide navigation guidance to your clients. This feature can be used to assist your customers in competing online forms. Furthermore, it provides application sharing, providing an effective way to troubleshoot in support environments giving them access to the remote computer terminals or applications. The Co-browsing feature has an integrated chat module allowing your clients and agents to communicate via a chat session. These tools optimize your client’s interaction with your customer service providing them with superior service.

Voice Vision, video call center

Nevertheless, technologies offer the opportunity to integrate video to your contact center. The 3G development allows you to communicate with your clients with voice and video simultaneously.
Hermes.Net integrates this media to your contact center. Visio-Conferencing offers multiple advantages regardless if you are using it to demonstrate a new product or for technical support. You now have the means to showcase your interactive videos in real time using mobile technology.
You now have the ability of expanding your sales force by implementing video on mobile phones. Your sales teams can now interact with your prospects and clients via mobile phone with integrated video. The video enhancement is especially effective in support and telemarketing environments. By providing a personalized one to one interaction this will indeed increase your contacts comfort level, providing your company added value for support and sales related inquiries.
The integration of the video in call centers is a real potential of sales and support the generalization of which answers a bodily need in the human relation.