Agent telephony toolbar
- Profile controlled by access code
- Interactive telephony toolbar
- Make calls
- Caller on hold feature with music per campaign
- DTMF input
- Record calls, agents, client or both
- Call transfers, conference (voice and data)
- Request supervisor assistance, conversation by voice or chat
- Call disposition selection
- Schedule calendar for callback and personal callbacks
- Ability to open dynamic windows, based on CTI events or static intranet, extranet or websites.
COMMAND PANEL
- Active window selection
- Alert displays
- On modified window
- On CTI event
- Queue status
- Supervisor chat
- Connect / Disconnect
- Completely configurable via the workspace editor
ADVANCED INFORMATION
- Queue State Information
- Queue information
- Emails waiting in queue
- Chat sessions requests waiting in queue
- Information display
- Active agent campaigns
- System status
- Call parameters
- Errors
- Productivity Information
- Positive contacts
- Contacted (argued) contacts
- Contact rate / H
- Display call disposition
- Display of current state
- Display status of telephone lines
- Display status of supervisor actions
The user can access the application from anywhere in the world, on any computer connected to the internet, with all the necessary security.
Functional Avantages
Mutli-Site Architectures
Thin Client and home agent architecture
Full Media Blending
VoIP
IVR
Email Management
Automatic call recording
Remote supervisor and listening
Talk time Acceptance
User controlled access rights
Skill based routing
Predictive and auto dialer
Send SMS
Native CTI Link
SQL and Oracle server DBMS
Windows and Linux compatible interface
The Thin client for multi site and home agents environments
The user can access the application from anywhere in the world, on any computer connected to the internet, with all the necessary security.
ASP ready
This functionality is very useful to companies who wish to decentralize their operation employing resources from their homes or at remote contact centers
Hermes.Net allows you to deploy a single unique solution for all your locations, orienting your calls to particular skill sets to the proper locations in order to provide a superior service.
Simple Integration with Industry standartd Applications.
Interface and Microsoft Dynamics CRM 3.0 plugins
Management and email distribution via Trinicom
... Siebel, etc ...
