Transcript Vocalcom Hermes.Net - Pan Cyber Information Technology
Customers
Classical Call Center IT Setup
ERP Database CTI Server Dialer PBX / ACD IVR Recorder Agents
Hermes.Net Call Center
Customers ERP Database CTI Server Dialer Fully web enabled CTI Dialer IVR Recorder IVR Recorder Agents
Hermes.Net Call Center
ERP Database Customers PBX CTI Dialer IVR Recorder Fully web enabled Agents
About Hermes.Net
Internet born Contact Center
• Integrated multi channel contact center solution.
– It contains all the applications needed for a contact center – Handle multiple media from the same software • 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.
• Customizable – Hermes.Net is highly scriptable and includes connectivity to most popular databases.
Hermes.Net Software Suite Everything you need in one package
Administration Script designer IVR Editor V-Server IVR CTI Dialer Recorder Email Fax Sms Video Call Agent Real time Supervision Reporting Agent Editor Agenda
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Hermes.Net Software Suite Description
V-Server
– Vocalcom’s ACD based on Intel Dialogic & HMP technology – Works with any other already installed PBX or in standalone mode
Administration
– Configure campaigns settings • 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)
Script designer
– Visually design workflow script for the agents.
– Display information from databases and proprietary applications.
IVR Editor
– Visually design automated voice response scenario with pre-recorded message or speech synthesis.
– Connect to external databases and web-services.
Reporting
– Generate reports on your production statistics.
(Number and type of calls by period, by agent, etc.)
Supervision
– 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
– 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
IVR/ACD/Dialer Customers Information system
Databases CRM
Contact Center with screen popup Voice Mail External routing
IVR
Integration Overview
INBOUND OUTBOUND Predictive dialing Access information / business methods (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 Dialer
Contact Center 101
Contact Center From Call Centers to Contact Centers
• Traditionally, contact centers have been called call centers.
•
Call centers
have evolved to support a larger range of communication channels than just phone communications.
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Contact centers
– Faxes – E-mails – Internet chat – Web-callback – SMS – IVR – Telephone communicate with customers on many medium • 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 •
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
• • • – – –
Productivity & HR Cost
Flexible workforce management Minimize Workforce • • • Minimize
A
verage Self Service
H
andling Optimize processing time Training
T
ime – – –
Customer satisfaction
Competence of staff Time to service / Personalization of service Multiple ways of accessing the service –
Match Business objectives
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
• • • • • • • Save time : by centralizing the software on a single application server, installations, updates and repairs are done much quicker, resulting in significant time savings. Lower cost of ownership : sending support staff to individual workstations for updates or repairs is 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. Respond quicker : as all changes can be carried out in one location, the contact center can respond much faster to changing conditions. Responsiveness is a key success factor in the contact center.
Simplify IT management : as it is not necessary to carry out changes, upgrades or installations on individual pc’s, IT management becomes much more straightforward. Furthermore, one central application server means better control over all applications the users can access. Hardware flexibility : because processing is done on a main server, workstation power is less important than in a client/server network, thus reducing the need to continually upgrade hardware.
Lower risks : centralized control of an enterprise-wide application improves the application of best 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. Remote access to data : users can log on from anywhere in the world, simply with a PC with an Internet connection. It is especially useful for companies who decide to delocalize or decentralize their contact centers or employ home workers or tele-workers.