RECEPTION D'APPELS
- Inbound agent skill and profile based routing
- Define ACD and Interactive voice messages in windows format (.wav and .vox)
- Create and manage automatic interactive voice messages for off hours and emergency situations
- Estimateed queue time messages
- Treat overflow calls with automatic call backs, voice messages, rerouting options or IVR,
- Personalized inbound messages per DID
- Automatic call backs settings for abandon calls
- Select voice interactive voice response scenarios for overflow calls
- Define schedules for opening hours
- Define messages for regular or abnormal closing hours
- Define overflow strategiest
- Broadcast message / IVR
- Rerouting
- Callback
- Voice mail
- Define minimum agent profiles for a DID
OUTBOUND CALLS
- Auto outbound dialer predictive, progressive, preview, configurable preview.
- Auto message broadcast without agent. ( IVR, fax, sms)
- Automatic detection of wrong numbers, busy and absent.
- Automatic answering machine detection
- Automatic call priority management
- Configure number of rings
- Configure maximum abandon rate in predictive mode
- Configure idle time between calls
- Call distribution to skill groups
- Fixed date and time callback management
- Multiple operator management
- Call file management
- Call file import with multi field that verifies doubles
- Call file creation with specific criterias
- State of the call file
- Add records
- Exclude-Include-temporatry Restrict or planned during production
- Configure restrictions
- Recycle files
INBOUND / OUTBOUND EMAILS
- Automatic email distribution based on skill groups
- Treat emails in full media blending
- Transfer emails to other agents or skill groups
- Multi format documents for attachements and responses
- Frequent used word glossary selection for phrases frequently used by agents.
- Semantic email content analysis with automatic proposal for document and responses
HUMAN RESOURCES
- Inbound call routing based on agent skill and profile
- Define agent group
- Select agent profile.
- Agent or group rights management
- Select agent skill set, queues and outbound calls.
OTHER FUNCTIONALITIES
- Create site file structure
- Create human resources per site
- File management: Curent records, recordings, IVR
- Define recorded file format
- Chat with admnistrators, supervisors and agents.
- Création de CT Proxy distante.
- Access admin fonction from web services (for external application integration)
Hermes.Net is a web based interface application, giving you access to all contact center functions from a standard Internet browser.
FUNCTIONAL ADVANTAGES
Multi-site Architecture
Home agents
Full Media Blending
VoIP
IVR
Treat emails
Automatic conversation recording
Remote Supervision and monitoring
Talk time Acceptance
User rights management
Skill based routing
Predictive dialer and auto dialer
Send SMS
Native CTI link
SDBM SQL server et Oracle
Windows and Linux compatible interface
Ready for Remote Agents
Users can connect from anywhere in the world, from any PC connected to the Internet, in a fully secure enviroment.
ASP ready
This feature can be very useful for companies who want to de-centralize their contact centers and agents in remote locations or home based agents.
The Hermes.Net Contact Center software 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.
Ease of integration with market standard apllications
Interface and plugins with Microsoft Dynamics CRM 3.0
Management and email distibution via Trinicom
... Siebel, etc ...
