www.vocalcom.com version 1.2 by simon harrisonmay 4th 2013 hyper-connected contact center hermes net...
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Version 1.2 by Simon Harrison May 4th 2013
HYPER-CONNECTED Contact Center
Hermes NetComing Release v5.0 and Roadmap
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Version 1.2 by Simon Harrison May 4th 2013
Market requirements
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· Twitter and Facebook customer contact capabilities· Improved use of workspace and access for agents
and supervisors
Better Agent and
Supervisor Interfaces
· Wizard support for queues, agent admin, web campaign and workspaces
· Easier visual configuration, revised admin access and singular interface to create main Contact Centre setup
Even Simpler Administratio
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· Dynamic and customizable reporting· Specific features to create look and feel, type of
reporting whether graphical or table based
Fully Customizable
Reporting
· Best time to call, right device, right media· Simpler, yet more powerful call strategy designer
Improved Core CTI Engine
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Version 1.2 by Simon Harrison May 4th 2013
v5.0 key features
Simpler, more intuitive main application view– Direct visibility of agents from application tab– Pre-launch ‘systems check’– Multiple skins
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Version 1.2 by Simon Harrison May 4th 2013
v5.0 key features
New, simple, tabbed agent workspace
– Fully utilize browser window to handle multi-channel contacts
– Each channel view configurable including channel specific control bar
– Lots more contact information
– New concepts such as general pause across all contact media
– Completely customizable access By agent, (if allowed), supervisor and / or
based on configuration loaded
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Version 1.2 by Simon Harrison May 4th 2013
v5.0 key features
Cross-browser and OS Support
– Entirely new, more modern and efficient contact control, (CTI) toolbar Simpler OEM capability
– Change in approach to easily adopt HTML5 innovation when ready making it future proof
– Simplified, futureproof and 3rd party friendly multi-browser support
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Version 1.2 by Simon Harrison May 4th 2013
v5.0 key features
@Twitter channel contact– Unlimited rules for queued tweets– Pre-defined answers and attachments
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Version 1.2 by Simon Harrison May 4th 2013
v5.0 key features
Queue Facebook posts
– Pre-defined answers and attachments
– Respond with email as well as comments
– Search number of comments, who from, message containing, number of likes
– Queue image posts
– Contact stats in the workspace
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Version 1.2 by Simon Harrison May 4th 2013
v5.0 key features
Entirely New Supervisor module
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Version 1.2 by Simon Harrison May 4th 2013
v5.0 key features
Administration wizards
– HR, Queues, Web Campaigns, Workspace wizards– Easily add more wizards– All original configuration and more– Simple click, select compelling interface– Run wizards from launcher
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v5.0 key features
HR wizard
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Version 1.2 by Simon Harrison May 4th 2013
v5.0 key features
Queues wizard
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Version 1.2 by Simon Harrison May 4th 2013
v5.0 key features
Web campaign wizard
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Version 1.2 by Simon Harrison May 4th 2013
v5.0 key features
Workspace wizard
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Version 1.2 by Simon Harrison May 4th 2013
v5.0 key features
Advanced, comprehensive custom reporting– Based on Crystal Reports– Can access stored SQL data– Report across all channels– Easy, fast, flexible report generation– Incredible power to measure contact center
productivity and performance (revenue)
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Version 1.2 by Simon Harrison May 4th 2013
v5.0 key features
New Report Designer– Upload images– Header, footer,
graphs, tables– Individual
pages
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Version 1.2 by Simon Harrison May 4th 2013
Signifiant improvements to CTI Core
– Modernized, transport technology between agent, supervisor and admin Completely new socket support, (CT-Proxy)
Merged HMP and AVAYA dialer and skills based routing architecture
– Provides ‘plug-in’ layer model Nice or HMP Recorder plugins
Scalability and compatibility for Cisco, Alcatel and more
Keep only one unit to drive all other CTI (HMP, AVAYA, CISCO, Alcatel, etc.)
– Faster, easier to develop further
v5.0 key features
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Version 1.2 by Simon Harrison May 4th 2013
v5.0 key features
Best Time to Call
– Set the order to call numbers or devices
– Specify how often to call a specific number and how often to call a number in a specific time frame, (week, month)
– Up to 4 call schedules for each number For example call mobiles in the evening
– On each contact attempt, of each status, leave a different message
– Specify actions on not answered for each number or device type Busy? call again sooner
– Decide what number to respond to
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Version 1.2 by Simon Harrison May 4th 2013
Even better in force.com
– Benefits of v5.0 enhance native Salesforce product
– Strengthened relationship with Sales Force allows us to consider a simple, practical, and high availability.
v5.0 key features
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Version 1.2 by Simon Harrison May 4th 2013
v5.0 Timeline Roadmap
v5.0 available June 2013
Key focus on integration in following releases through to June 2014
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Application look and feel,Social channels, Custom Reports
Advanced CTI
MS CRMQualco Cash Collection
Cisco, Lync Telecom
SAP, NetsuiteLead360 Integration
June ‘13
Dec ‘13
June ‘14
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Version 1.2 by Simon Harrison May 4th 2013
HYPER-CONNECTED Contact Center
Thanks for your time