Vocalcom has developed its Hermes Fox CTI & Predictive dialer Avaya software suite based on Hermes.Net integrated with Avaya ToIP infrastructure. This innovative solution was engineered to exploit the benefits of these two solutions: lower management cost, increase productivity and improve customer service. Vocalcom’s Hermes Fox solution has been tested and approved by Avaya’s Developer Connection program.

The Virtual Call Center

Vocalcom’s Hermes Fox CTI integrated with your Avaya gives you the opportunity to organize and manage your multiple call centers under one virtual site, therefore, reducing the overall solution cost for your multiple locations. This model allows you to optimize your calls and your resources giving you overflow solutions from one site to the other. Calls will be efficiently distributed to proper skilled agents, regardless of their location without increasing your telecom cost.

With the CTI Avaya all next generation call center functionalities are available in order to optimize each one of your contact communications: CTI, predictive dialer avaya, IVR, scripting, real time supervision, reporting and more.

Predictive dialer Avaya

The Hermes Fox Predictive dialer Avaya solution has been developed to work together in an outbound call environment with incomparable productivity and efficiency (less than 5 seconds between 2 communications, see predictive dialer Avaya. The predictive dialer avaya Hermes Fox is based on 10 years of industry experience. Vocalcom has integrated predictive dialer avaya Hermes Fox with the Avaya ASAI link, this integration allows you to conserve your current telephony infrastructure and provides add on tools for superior functionalities in order to generate additional revenues and reduce implementation cost.
The Avaya Callvisor is a CTI link based on ISDN protocols. It’s used to certify a seamless integration for API CVLAN, TSAPI and JTAPI. The CTI Avaya interface allows both solutions, predictive dialer avaya Hermes Fox and Avaya to interact and profit for each others features and advanced functionalities.
The contact center agents use theHermes Fox CTI toolbar and scripter for outbound and inbound calls, The inbound traffic is managed and distributed by Avaya’s ACD. All call center functionalities provide you with the ability to enhance and optimize your contacts: CTI, predictive dialer, IVR, scripting, reporting and real time supervision. The integration of the predictive dialer avaya Hermes Fox allows you to optimize your outbound campaigns, by providing automatic dialing in 4 different dialing modes. The predictive dialer avaya Hermes Fox engine will filter out non productive calls simply doubling your productivity.

Scripting & CRM

The CTI Hermes Fox provides CTI Avaya features that allow you to create scripts, pop ups and CRM applications in order to manage all historical contact information. The Web Scripter integrated to the CTI Avaya allows you to develop your front end scripting on a thin client environment that can be used in a traditional internet browser. A simple to use graphical user interface is used to create your different sales, customer service or collections environments. This tools enhances your agents ability to proactively guide threw the communication with your contacts. A testing environment mode provides your developers to test the application prior to applying them to a live campaign. The scripting tool/application generator can easily integrate to existing or new databases. The information is immediately displayed to your agents as soon as the system has detected an interaction. The system can also interface with proprietary or third party Customer relationship management (CRM) industry standard applications. Hermes.Net provides seamlessly integration to your CRM applications, when your agents interact with your contacts, the information will be automatically stored to your CRM’s database systems. The integration of cti avaya andcti Hermes Fox provides you with full enterprise wide system integration, connecting all your departments.

Supervision & Reporting

The ability to track results and manage your TSR’s in real time is the most important element to a successful telemarketing campaign. The supervisor interface offers key features and functionality in order for the managers to track their teams efficiently. Each supervisor can customize their interfaces and display their desired screens and results related to their campaigns: number of calls, qualified contacts, number of sales per hour, penetration rate, etc… The supervisor has access to an interactive toolbar were he can manages his teams using the following media: listen, whisper, record and chat.
Thepredictive dialer avaya Hermes Fox with its reporting module offers a wide array of reports based on key production elements: campaign call qualification details, agent reports, agent ratios, agents work time, agents break time. The statistics and reporting databases are available to you in the event that you need to compile personalized custom reports. Reports can be generated in Word, Excel, Acrobat PDF.

IRecorder & Ganeto Call Recorders

In response to specific contact center requirements, Vocalcom has developed IRecorder, an economical and efficient way to manage your call recordings. By means of an intrusion (conference) functions you can now record all the calls that come in and out of your call center.With the cti Hermes Fox recordings are activated with great secrecy for an agent and or a VDN. IRecorder is a VoIP software platform, developed on IP Host Media Processing platform from Dialogic. Avoiding boards and hardware, except server, IRecorderis a platform very competitive ! Furthermore Asten provides the Nice recording solution. This provides added evaluation and scoring functionality for your supervisors and agents. Monitoring and coaching their performance across the entire contact center.