A Thin client without any installation
Hermes.Net™ allows to manage each DID or service throught a distinct queue corresponding to an agents skill group. The call center contact
will consider available agents profile, their skill and the expected waiting time, to calculate the best compromise and route the call in the best skills/waiting conditions.
A prior access can be provided to VIP customers. Indeed the call center contact Hermes Net can, as soon as the call arrives, check in your database his priority level and position it in accordance of waiting queue datas.
Filter the nuisance calls can be operated as soon as the agent has qualified it as well, or by chacking existing datas. The call center contact Hermes Net will reject the call immediatly.
During the communication, the agent can ask for help from his supervisor, who can provide him advices discreetly by chat or whisper efficiently managed by the call center contact.
From the call center contact toolbar, the agent takes advantage of a range of up-to-date communications tools voice mail, calls, email, fax, sms, which will be efficient and perform assets.
As soon as the call is answered, it will be route to agent with the highest skill set to treat it. Indeed, the call center contact offers a high-level skills settings tool, customizable for each agent, or a group of agents. The call center contact
allows for any kind of skill (language, junior, expert, emails treatment, web surfers contacts...) to define a level from 1 to 10. Therefore, the call center contact allows you
manage your human ressources in an extreme precise way. Its Compromise algorythm takes the treatment in charge, and route the caller to the agent the most competent to answer him, in a reasonable delay.
This expected waiting time is known by the call center contact as sson as the call is answered by the system. It will be provided to the caller, and the call center contact will be able to evaluate the best comproomised
between available ressources and maximum waiting time objective.
If the call center contact anticipates that the call won't be treated une the maximum delay you parametered, the call center contact
will automatically offer to the caller a overflow solution, the one you had choosen between those pre-defined.
> Voice Mail.
Automatic Call Back as soon as possible or at the time and phone number choosen by the caller.
> Retouting to an overflow site
> IVR for prequalification of the customer request
> Play a specific or a dissuasive message
Cellular phones are more and more commun, and the call center contact Hermes.Net offers you an alternative solution to the classic waiting message with
its applications of VideoCall. Those allow you to display a video message during the queue or build a Video IVR.
The charm of such a novelty is such as its results are spectacular, More than 100 % of increase of waiting time !
The call center contact offers you the capacity to treat your inbound peaks by mutualizing your available human resources and in particular outbound agents
with the Call Blending & Muli Média Blending.
Lost calls during queueing and also closed hours ones
can be treated as overflowed calls.
Voice mails, and call backs requests and emails will be sent automatically to call center contact agents depending of their availability
and of the inbound queue state. The call center contact can keep a
Prior Treatment of clients who call for the second time after anabandon during the queue.
This simple function will considerably increase your customers satisfaction rate.
Real time supervision and reporting tools will complete efficiently the parameters you choose.
Web Centralized Administration
The administrator interface is designed to simplify and centralize the administration of your multi site platforms. Regardless of your location, you can securely administer your contact center and perform all necessary changes in real time: modify your overflow solutions, make changes to an IVR, adjust your predictive campaign settings, manage your human resources or change your files.
This feature rich functionality allows you to create and manage all your multi media campaigns and resources in minutes.
You have the ability to create multiple distinctive platforms
and each with their own sites. Each user has assigned access rights with permission levels to specific modules. These security settings allow you to control your operations in order to avoid unnecessary errors.
call center contact on Avaya platform.
Scripter & Interface Designer
This is an actual application generator, allowing you to develop your scripts in a thin client environment that you may use in your internet browser.
From the simplest to the most complex, the available tools allow you to create your front end application with ease that you can test prior to putting them live.
A wide range of objects are at your disposal: data entry fields, objections, drop down menu, calendar, selection button, and more. These objects can be connected to your company's database.
The agent interface can be defined and adjusted based on your particular needs, these include: script, toolbar, status of the queues, personalized statistics, each agent has his own personal environment.
Supervision & Real Time Management
Real time supervision, listening and reporting, you can use all the supervisor tools remotely, they are accessible via a secure web connection. Each supervisor can define their own interface with graphs, and alerts.
The hold real time reporting and statistical tool, they can listen to the TSR's, view the agents screens directly from their workstation, this feature allows them to control the quality of the call, the information
and maximize the agents talk time.
Hermes.Net provides a unified supervisor interface that's operated in a web browser.This application can be broadcast directly to your monitors. The interface can be customizes to
display any pertinent information you with to display: Number of calls treated, calls in queue, max queue times, total sales, agent performance, etc.
Reporting
Thecall center contact web reporting module offers all the required reports and statistics to review and benchmark your operations. These reports include: ability to generate
reports based on time period, traffic, production results, agent statistics, call handling reports, agent distribution reports. These full featured production reports from Hermes.Net call center contact can
be automatically and shedluled generated, sent and saved under the following formats: Excel, PDF, Word and more.
Call center Technology & Predictive dialer
The Call center Technology integrates the Predictive Dialer Hermes Eagle which offers a powerful algorithm to manage Call Blending function. The call center contactHermes Eagle offers a perform management in order to optimize your outbound campaigns. Innovative, the predictive dialer
increases up to 70% your productivity.predictive dialer.
The Predictive Dialer Hermes Eagle succeeds with less than 2% of retention calls to establish a communication with an agent in less than 5 seconds !
Mono or multi-sites, the Hermes Eagle VoIP predictive dialer Software Hermes Eagle has a length beforehand... The call centre contact offers all capabilities for Homeshoring, Video Call, and with the call center contact Hermes.Net, discover the dynamic website surfers managemen, The Next Call Center Technology.
The predictive dialer and the Call center Technology were thought to improve the working comfort in one objective: the Performance!
The Hermes.Net call center contact provides the flexibility to deploy a single centralized solution across all your locations all under one platform. The system will route calls to and from all your facilities based on agent availability and skill sets, providing you with a superior call management solution.
