Classical Call Center

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Classical Call Center
IT Setup
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Hermes.Net Call Center
PBX
Fully web enabled
CTI
Dialer
IVR
Recorder
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Hermes.Net Call Center
PBX
Fully web enabled
CTI
Dialer
IVR
Recorder
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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.

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Hermes.Net Software Suite
Everything you need in one package
IVR
CTI
Dialer
Recorder
Email
Fax
Sms
Video Call
V-Server
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Hermes.Net Software Suite
Description

• V-Server
• Vocalcoms 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

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Architecture
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Product features
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Hermes.Net IVR
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Architecture
Standalone with direct connection to the PSTN

• Pros
• Economical
• Simple architecture
• Self-contained

• Cons
• No integration with local station (PBX)

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Architecture
Integration with a SIP-IPBX
Integration with a legacy PBX
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Integration Overview
Inbound Calls
IVR/ACD/Dialer
Information system
Customers
External routing
Contact Center with screen popup
Voice Mail
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Integration Overview
OUTBOUND Predictive dialing
INBOUND
Access information / business methods
Dialer
IVR
Generate of list of person to call based on
customer status
(e.g. Authenticate customer, account status, last
5 transactions)
Automatic popup of customer screen
Agents
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• Contact Center 101

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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.
• Contact centers communicate with customers on
  many medium
• Faxes
• E-mails
• Internet chat
• Web-callback
• SMS
• IVR
• Telephone
• Every medium is routed like a phone call to the
  appropriate agent thus optimizing handling time
  and costs

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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.

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Contact Centers Roles
Quick overview
Operation Manager
Manage the call center
Supervisors
Watch over a team of agents
Agents
Handle customers queries
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Contact Centers Roles
Descriptive Overview

• Those are positions specific to the contact
  center universe
• AgentAgent or Operator represents more than 90
  percent of the workforce of a contact center.
  They are responsible for handling customers
  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.
• SupervisorSupervisors, as team leader, have the
  responsibility to coach agents and monitor the
  real time operation status of the contact center.
• Operation ManagerCall 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.
  

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Contact Center 101
Keys for a successful contact center

• Productivity HR Cost
• Flexible workforce management
• Minimize Workforce
• Minimize Average Handling Time
• Self Service
• Optimize processing time
• Training
• 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 companys
  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

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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 pcs, 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.

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• Screen-Shots

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