Hermes Pro software Benefits for the Agent
With Hermes Pro software the agents are equipped with a unified multimedia screen giving them access to interact with ease. Based on the rights and attributes that are assigned to them, the
agents have access to a number of functionalities in order for them to process their calls efficiently:
- On hold
- Transfer to another skill set (blind or confirm transfer)
- Help request to supervisor
- Queue status display
- Call recording
- Stopwatch
- Call backs and personal call management with calendar
- Principal and secondary Call qualifications
hermes pro includes a complete CRM interface providing historical details for your contact.
The script is used to guide the agent threw the call and gives the agent the ability to input data and view information directly to the database.
Furthermore, the screen script allows the TSR's to launch actions during their calls: send faxes and emails, SMS messages, re inject records to other databases and campaigns and print.
The Supervisor
Supervision is a key element to achieve objectives, the interface holds unique information and real time statistics related to your campaigns.
With hermes pro the supervisor can listen to his teams and follow dynamic individual agent statistics. They can manage the agents and campaigns with the following set of
tools: listen discreetly, conference, record conversations, whisper mode and chat for communication or coaching purposes.
Statistics and reports are available: detailed per agent contacts, call file status, production statistics, individual agent performance and production results. The supervisor can also monitor the wallboard in real time.
Hermes Pro Administrator
From a single application you can simply manage your entire Contact Center. The administrator interface allows you to:
. Manage inbound, outbound and inbound email campaigns.
. Create screen scripts connected to you databases.
. Automate database actions for your contact center.
(Create call files, import lists and export contacts).
. Manage human resources, rights and their group skill sets.
. Create Interactive voice response (IVR) scenarios.
. Generate statistical reports with the ability to send them automatically.
All modification are taken into account immediately real time, allowing you to save time and maximize agent performance.
hermes pro the complete solution includes other key modules giving you the flexibility to create campaigns based on specific industries.
Appointment module, Telemarketing & Telesales with Hermes pro
Hermes pro software includes the predictive dialer powerful algorithm Hermes Eagle. Hermes pro software offers a perform management of the Hermes Eagle dialer in order to optimize your outbound campaigns. Innovative, Hermes Pro
increases up to 70% your productivity. The Predictive Dialer Hermes Eagle succeeds with less than 2% of retention calls to establish a communicaiton with an agent in less than 5 seconds !
Mono or multi-sites, the VoIP predictive dialer Software Hermes Eagle has a length beforehand... Homeshoring and Video Call are in your reach.
Hermes pro and predictive dialer were thought to improve the working comfort in one objective: the Performance!
Hermes Organize provides management for your teams schedules: multi agency, sales force, support teams. Your employees are notified by media of their preference: email,
fax or SMS. This module is dynamic and can be adjusted in real time, changes can be made on the fly on the web or by IVR.
Hermes Organize can interface and integrates with Microsoft Outlook.
Order taking with Hermes Pro
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Hermes Order allows you to treat your orders online by visualizing the history of your clients purchases: preferred products, last orders,…
This solution natively integrates with your back office applications (billing, inventory, stock management and delivery) giving you a fully integrated solution.
Hermes pro software Quota management
Smart quota is an extension to the powerful Hermes Eagle engine. Regardless if you are managing appointments for a sales team or a support team, Hermes Quota allows you to
efficiently populate appointment calendars with built in intelligence to stop dialing if an employee has exceed his capacity.
