Vocalcom. Hermes.net Contact Center Solution. Product Details

Transcription

1 Vocalcom Hermes.net Contact Center Solution Product Details

2 Table of Contents Hermes.net Contact Center Solution... 3 Administration Inbound Outbound Web Scripter Hermes.Net Agent Real-Time Supervision Reporting Hermes LCD Wall-Display Hermes Interactive: Web Contact Centre Page 2 of 42

3 Hermes.net Contact Center Solution IP Web-based & Multi-channel Call Center Software Web Customer Management Internet occupies a more and more strategic place in the communication towards the customers and the prospects. The way we communicate has evolved; new media have emerged in the way we interact with our customers. State-of-the-art, Vocalcom has integrated with these medias in order to provide innovative contact center solutions to your clients in order to offer them new services, satisfaction and reliability, and develop their loyalty. Web Call Through & Web Call Back Nevertheless, your clients can call you directly from your website without using a telephone. By using the voice over IP protocol, Hermes.Net will commute the call to an available agent, with the IP address of the correspondent and the URL address of the page on which he surfs. The client and the TSR will therefore establish their communication directly on VOIP. Web Call Through adds interaction and the human touch to your website, enhancing your sales and optimizing your help desk. During closed hours, or for people who visit your website and are not equipped with speakers and a microphone, the Web Call Back function replaces automatically the direct getting in touch. They can select the «Call me» button on your website, they would then provide a telephone number that will interact with the Hermes Eagle outbound engine call them immediately, or back at the specified date and time. The web call back will be distributed to the first skilled available agent. Chat, online Discussion Chat applications have evolved and play a key role in today s workplace. Primarily used for help desk, chat has certain interactive advantages compared to . Your clients or prospects can start a chat session with your agents directly from their internet browser from a link on your website. Interaction can be done using a chat dialogue or by a co-browsing feature that allows the two parties to share browser information. This chat session is used without the use of a telephone, they key advantage of this feature is that you can manage multiple conversations simultaneously. By integrating Natural Language, Hermes.Net gives you the ability to service your clients 24/7, automatically and with a real time chat dialogue session. You therefore have an integrated communication system directly on you website. You so have, linked to your website, a multitude of virtual agents, capable of answering all the questions of your customers, and it, in several languages. Page 3 of 42

4 Co-Browsing, applications sharing Visual Sharing is a Co-browsing application that provides interaction, guidance and assistance directly from your website. In fact, 60% of web surfers claim that they can not find what they are looking for during their navigation this applies to online purchases and for support inquiries. Visual Sharing gives your agents tools to interact and share their screen with the web surfers. This allows the TSR s to provide navigation guidance to your clients. This feature can be used to assist your customers in completing online forms. Furthermore, it provides application sharing, providing an effective way to troubleshoot in support environments giving them access to the remote computer terminals or applications. The Co-browsing feature has an integrated chat module allowing your clients and agents to communicate via a chat session. These tools optimize your client s interaction with your customer service providing them with superior service. Voice Vision, video call center Nevertheless, technologies offer the opportunity to integrate video to your contact center. The 3G development allows you to communicate with your clients with voice and video simultaneously. Hermes.Net integrates this media to your contact center. Visio-Conferencing offers multiple advantages regardless of whether you are using it to demonstrate a new product or for technical support. You now have the means to showcase your interactive videos in real time using mobile technology. You now have the ability of expanding your sales force by implementing video on mobile phones. Your sales teams can now interact with your prospects and clients via mobile phone with integrated video. The video enhancement is especially effective in support and telemarketing environments. By providing a personalized one to one interaction this will indeed increase your contacts comfort level, providing your company added value for support and sales related inquiries. The integration of the video in call centers is a real potential of sales and support the generalization of which answers a bodily need in the human relation. Page 4 of 42

5 Hermes.Net Contact Center Solution Hermes.Net is a fully integrated contact center solution with TDM capabilities. Features The proposed Hermes.Net solution provides the following main features: Web-based application allowing decentralized usage of the solution over the internet. (Multisite, remote agent ) Soft PBX enabling standalone installation and interconnection with any SIP(option) or E1 capable voice gateway based on Intel-Dialogic media framework technology CTI platform. IVR delivery server. ACD with skill, queue, profile and custom routing rule for all inbound communication channel. Automated dialer, with predictive, progressive, callback scheduler, and automated call without agent. Automated calls overflow strategy (e.g. re-routing, voice mail, automated callback and custom script). Page 5 of 42

6 Conversation recorder for quality and monitoring. Inbound and outbound . Outbound FAX. Web-Callback Allows users to request a callback from a website. Full suite of Graphical User Interface for Administration, Reporting, Supervision, Visual IVR design, Visual script designer, etc. Default IVR voice file provided in 7 different language including English, Arabic, Spanish, French, German, etc. The following additional features are available as optional modules but not included in the current proposal. Inbound SMS Inbound FAX Web-Chat and co-browsing Speech synthesis and speech recognition module for the IVR Outbound SMS The following architecture represents a typical setup for the Hermes.Net solution in standalone mode. This architecture has been carefully designed to be self reliant and provide all the necessary contact center functionalities; while keeping a modular approach to enable future upgrades and facilitate unforeseen integration needs. Page 6 of 42

7 1 Hermes.Net Contact Center Solution - Architecture Proposal Overview In standalone mode the Hermes.Net solution will be responsible for end-to-end management of all of the media channels activated in the application: The Hermes.Net solution will be installed on three servers to optimize the performance and resiliency of the solution. The following servers are part of the current infrastructure proposal the Voice Server, the Data Server (SQL) and the Application Server. The Voice Server will be connected to the telecom operator network and/or to the Current PBX via an E1 interface card (e.g. DMV600BTEP). The Application Server will run the Web-Server used by the Hermes.Net and will provide user with web-access to the application. The Data Server will run the RDBMS used by the Hermes.Net solution to store configuration, log data and information. This server can be running either Microsoft SQL Server 2000/2005 or Oracle 9i/10g. (SQL Server license is not included) Page 7 of 42

8 Note: For configuration of 20 agents and below it is possible to regroup the Application Server and Database Server on the same pc server. The requirements for the server are provided as an annex to this document. Integration& Customization The Hermes.Net solution offers tremendous customization capabilities and is provided out of the box with a web script designer to create and modify the agent screen popup and workflow as well as a visual IVR designer to create, edit and modify the IVR scenario. Evolution Capacity The proposed hardware for the Hermes.Net solution will be able to scale up to 120 agents without modification. Adjunction of software license can be performed remotely by our hotline personnel within 24 hours after reception of a completed order form. Architecture Hermes.Net telecom architecture is modular and based on the industry standard Intel-Dialogic. Although the current proposition refers to a standalone installation without any external telecom equipment, it will be possible at any later stage via the adjunction of software modules or interface card to interconnect our application with any brand of voice gateway or PBX. Software Modules All Hermes.Net modules not proposed here can be acquired at a later date and implemented without hardware modification or change to the infrastructure. For example: speech synthesis, inbound SMS, etc. All software upgrade and module installation can be performed remotely by our hotline personnel or on site. Page 8 of 42

9 Redundancy & Emergency Backup Hermes.Net solution can be deployed in a redundant or distributed configuration that enables the application to easily survive hardware failure. The following type of scenario can be envisioned for the management of disaster and hardware failure, each scenario has a different cost and must be chosen based on the requirement for service interruption. 1. Spare parts On site availability of spare parts will reduce the downtime by cutting into the delivery time of new parts. Impacted material: servers, telecommunication cards, headset Estimated downtime in case of hardware failure: ½ to 1 day plus restoration of backup. 2. Offline redundancy with replication In this configuration all or selected Hermes.Net solution servers are duplicated and configured in pairs or master and slave servers. If the master servers go offline the contact center operational team can switch the production environment to the second sets of servers. Live SQL replication will ensure that the Impacted materials: all servers, operating system licenses, software licenses Estimated downtime in case of hardware failure: 15 to 30 minutes. 3. Lives redundancy In this configuration all of the Hermes.Net solution is replicated in real time and any failing components will be automatically replaced by its backup counterpart without any manual intervention. Impacted materials: all servers, operating system licenses, software licenses, additional watchdog servers and real time supervision system software. Estimated downtime in case of hardware failure: < 1 minute. 4. Offsite redundancy Offsite redundancy allows the contact center operation to continue in case of disaster impacting the facilities of the main contact center location. (e.g. power failure, flood, fire) Impacted materials: all including offices and human resources. Estimated downtime in case of hardware failure: dependant on setup and telecom operator. Page 9 of 42

10 2 Hermes.Net Offline Redundancy Setup Examples Page 10 of 42

11 Features Summary The following table details the functionalities of the Hermes.Net Contact Center Solution. Hardware Native PCBX CTI Server Multi-Channel Interaction Server V-Server in full media blending Recording, and distant recording enabled on all channels Number of remote supervisors (web) Yes V-Server Functionalities Full media blending Inbound call ACD IVR with voice recognition, multilingual text synthesis and DB interface Outbound calls Chat & Internet Collaboration for agents and supervisors Web call back for internet sites Handling of incoming s Handling of incoming faxes Internet telephony Direct link with databases (MS-SQL, Oracle) VoIP decentralization for remote sites VoIP-ISDN Gateway Fax on demand through voice interface Yes Yes Yes Yes Option Option Option Option Option Option Page 11 of 42

12 IVR Functionalities IVR active on all telecom lines Database connection Audio files in Windows Remote monitoring of servers Speech recognition Text to speech Option Option Administration.Net - Functionalities for inbound calls Skill- and profile-based routing of incoming calls Definition of ACD and Voice Server messages in Windows format (.wav and.vox) IVR reception of incoming calls with automatic management of emergency and other messages Waiting time message Overflow by automatic recalls, voice message transfer or IVR Personalized incoming call messages by SDA number Customizable automatic recall of abandoned calls Selection of interactive voice services for incoming calls or overflow Opening hours scheduling Definition of normal and exceptional closing time messages Definition of overflow strategies Routed to an IVR Rerouting Automatic Recalls Voice mail Definition of minimum agent profile by DID Page 12 of 42

13 Administration.Net - Functionalities for outbound calls Dialer with configuration for predictive, progressive and preview calling Automatic dialer without agent assistance (IVR, fax, SMS) Automatic detection of wrong and absent numbers, busy tones, Automatic detection of answering machines Automatic call priority management Customization of number of ring tones Customization of maximum number of hung-up calls in predictive mode Customization of pause time between calls Call distribution based on skill groups Recall and callback management on specific dates and times Multi-operator handling Call file management File import with duplicate removal on multiple fields Call file creation based on conditions Call status Adding additional records in real-time Temporary or fixed Exclusion-Inclusion-Restriction while campaign is running Planning of qualifications Recycling of files Administration.Net - Functionalities for incoming Automatic distribution by skill group handling in full-media blending mode Transfer of s to another agent or skill group Multi-format document database for attachments in reply s Customizable glossary on function keys for frequently used sentences Semantic content analysis of s with reply suggestions Option Page 13 of 42

14 Administration.Net - HR Functionalities Skill- and profile-based routing Agent group definition Agent profile assignment Management of rights by agent or agent group Assignment of agent skills, number of queues, outbound calls Administration.Net - Miscellaneous Functionalities Tree diagram representation of sites Creation of human resources per site File management: broadcasting audio files, recorded audio files, IVR Definition of format for recorded files Chat with administrators, supervisors, agents. Creation of remote CT Proxy Web-based access to administration functionalities (to interface with external applications) Scripter.Net - Major Functionalities Available scripting objects: Label, single- or multi-line filed, drop-down lists, hyperlinks Checkboxes, radio buttons, images Static or dynamic objections Internal frame for inclusion of external web pages Display of databases Integrated object for appointment-planning Calendar and time selection object Total personalization of screens (position of elements, colors, images, ) Launch of CTI actions from within the script Possibility to send letter, fax, , SMS from within the script Distribution of.wav messages Page 14 of 42

15 Integration with third-party web applications (CRM, Intranet, extranet, website, FAQ, ) Conditional and calculated Link for script pages Definition of agent environment in multi-frame mode with integrated agent toolbar Definition of contextual links Automatic creation of databases (MS-SQL, Oracle) Import / Export of scripts Creation of global variables, either autonomous or related to databases Advanced test functions of entry fields with personalized alarm messages Action editor including: CTI actions from agent toolbar VMC functions (send , fax, ) Execution of SQL requests User functions (Java Script) Advanced navigation functions Complete menu for editing (copy, paste, align, default style definition, etc... ) Sharing of pages, actions, templates Creation of object groups for shared use Sharing of template pages, actions, groups, by the Administrator File download: Images, Style sheets, JavaScript actions, audio files Advanced test mode Possibility to put scripts online on development, integration or production platform Reversed online directory option Page 15 of 42

16 Agent.Net Functionalities Profile managed by access code Screen pop-up with caller ID and information from IVR and database On-screen telephony toolbar launch calls on-hold with waiting music by campaign recording of agent, caller or total conversation Call transfer blind or assisted, conference (voice and data) help function to require supervisor assistance by chat or voice Display of queued calls (individual or by group) and information (performance, queues, ) Display of caller history Crm summary Research mode Qualification in status mode and under status Direct and supervised transfers Callback and recall management on fixed dates and times Full media blending Supervision.Net - Major Functionalities Multi-window supervisor screen Multi-site Supervision Display by site, supervisor, queue, campaign, agent and media Real-time supervision of production ratios Alarm function for supervised information Call recording, listening, whispering, monitoring, agent control, Queue status (visualization) Monitoring and agent control Page 16 of 42

17 Agenda.Net Functionalities Management of unavailability and holidays Internet consultation Send appointments by SMS Management of fixed or variable appointment timings Several appointment typologies (customizable) Interface with Outlook Contact management linked to agenda Quota management by sales rep Assignment of appointments according to customizable conditions Drag-and-drop interface Possibility to change or remove appointments from sales rep agendas Reporting.Net Functionalities Outbound calls Manual call statistics Call file statistics Call qualification Qualification by agent Inbound calls / s Call distribution Waiting time Call qualification Qualification by agent Agent activity Agent status distribution Agent activity Additional Modules Page 17 of 42

18 Vocalcom Media Center: Management of outbound mail, fax, , SMS Vocalcom Tax Center: Management of telephone costs option option Detailed standard functionalities All-in-one contact center Hermès.Net is an integrated, full-featured multi-channel contact center solution, based on a single IT platform. One of the major advantages of this unique architecture is that it combines all separate contact center elements Automatic Call Distributor, Interactive Voice Response unit, dialer, reporting, supervision, monitoring, scripting, recording, web interaction in an all-inthe-box concept. It is a flexible platform specifically designed to be integrated with your existing infrastructure and IT applications. Considering every company s specific Computer Telephony needs outside the Hermes environment, Hermès.Net enables your technicians to create their own CT-application through an Application Programming Interface (API). Moreover, agent PC-PBX functions can be called by your company's own applications through an Active X or Java application. When we developed Hermès.Net, we had one thing in mind: allow you to focus on your core business. Hermès.Net offers efficiency, flexibility and modularity. It is a truly all-round solution offering both inbound and outbound possibilities, as well as call blending, which will substantially increase your contact centers productivity. Page 18 of 42

19 Web-based Hermès.Net is a completely browser-based platform enabling you to access all contact center functionalities through a standard Internet browser. A so-called thin client does most of its processing on a central server with little or no hardware and software on the user s site. Processing activities thus depend primarily on the central server. The main reason for deploying a thin-client solution is that most companies can't afford to spend more time and resources than necessary on technology applications. You need a solution that is cost-effective and flexible. The Hermès.Net solution resides on a single server at the location of your choice. Because it is accessible through a standard Internet browser, there is no need to install software on individual workstations. If you are looking for a solution for home workers, if you have multiple sites or branches, or if you simply want to get rid of hard- and software installations, Hermès.Net is the perfect answer to all your needs. Major advantages Page 19 of 42

20 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 just once, 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 pc s, IT management becomes much more straightforward. Furthermore, one central application server means better control over all applications the users can access. Hardware flexibility: because the majority of processing in a thin client network occurs at the main server, workstation power is less important than in a client/server network, thus reducing the need to continually update 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. From a single selection interface, users can view and access all or some of the following applications, depending on the rights they have been assigned. Full administration rights give access to the following applications: Page 20 of 42

21 Administration Depending on the rights given to the administrator, he will see all or some of these applications. Taking into account deployment of the solution in a multi-site environment, two administrator profiles have been created: the Installer (administrator of all companies or sites) and the Administrator (access to a single company or site). The Hermès.Net Administrator becomes a true expert thanks to the graphical and user-friendly interface that enables him to manage with confidence the growing complexity of campaigns, synchronize and coordinate all customer interactions and optimize human resources. Page 21 of 42

22 User-friendly functionalities With merely a few mouse clicks the administrator can configure inbound and outbound campaigns or services, and establish the CTI link between telephony, data processing and human resources. Furthermore, the administrator manages agent groups, skills, profiles and call-blending rules. Call strategies can be adapted in seconds, allowing fast and efficient response in case of unexpected events or misjudgments during campaign setup or in case of under-staffing. Its most distinctive feature is probably the ease with which nontechnical contact center staff can set up campaigns. For outbound calls, the administrator establishes the link between the call file, the script, the call qualifications, the assignment of the agent groups and the dialing mode. It allows the administrator to determine the maximum number of rings before a call is considered as a no answer and he can plan recalls and target quotas. For inbound calls, the administration application enables you to personalize welcome messages, manage queues, determine skill groups, manage abandon solutions, establish the CTI link with the (scripting) screen, and more. With regard to incoming s, it allows the administrator to set routing options, priorities and skill groups. Managing human resources without headaches Page 22 of 42

23 Managing human resources in a call centre environment is time- and costconsuming because of the agents different skills, privileges and time-shifts. The Hermès.Net HR Manager sets all the parameters for an agent (password, privileges, skills, inbound services, outbound campaign and accounts) while the CTI interface keeps track of every log-in and log-out of the system. It also monitors agent or group activity by keeping track of their status: in conversation, wrap-up, waiting or pause time Inbound IVR ( Interactive Voice response ) Vocalcom is also a state of the art IVR provider, this IVR as been sold in a stand alone mode to numerous key accounts to handle important Interactive Voice Portals, now this function is integrated to every Hermes net inbound proposal. See documentation Vocalcom Hermes IVR for detailed features, key functions are: connection to every kind of database audio file management remote monitoring Page 23 of 42

24 speech recognition Text to speech Page 24 of 42

25 Skill-based routing Hermes skill-based routing assigns agents to answer calls according to their skills, resulting in far more efficient use of resources. Furthermore, it increases call processing time and improves call resolution. Page 25 of 42

26 Profile-based routing This is a very exclusive feature that goes even further than skill-based routing. It allows very advanced routing options to optimize customer interaction while maintaining high productivity rates. Profile-based routing offers up to 255 levels of different profiles, allowing the system to connect the customer with the most appropriate agent. In combination with skill-based routing, this feature guarantees optimal distribution of calls with regard to quality and quantity. No more waiting lines! High quality service guaranteed! Call Blending Hermes.net Call Blending function able you to optimize your call campaigns and your agents productivity. The system will affect automatically your available agents, and the right skill on outbound campaigns when your inbound traffic goes down. At the same time, this dynamic procedure will affect the specified outbound agents on inbound campaigns to helps you handle some traffic peaks. Page 26 of 42

27 Outbound The Hermès.Net application offers four dialing modes: preview, predictive, progressive, manual + automatic recalls. Preview: The dialer shows the agent information of the next contact to be called and only dials the number after validation by the agent, thus enabling him to familiarize himself with the information and personalize the call. Predictive: The dialer anticipates and eliminates unproductive calls such as no answer, busy or wrong number. By placing more than one call per agent at the same time, the system minimizes idle time between each connected call. This dialing mode is the most productive of all, increasing effective talk time from 15 to almost 50 minutes per hour and allows parameterization for control and adjustment of the dialing pace. Progressive: Very similar to predictive dialing, except that the dialer launches a call as soon as the agent is available. Immediately after finishing one call, the dialer launches a new one. Although there is a little time between the end of one call and the launch of the next, this mode still greatly optimizes productivity. Scheduled recalls: The dialer automatically dials the number of your correspondent on the planned date and time in case of a (personal) callback. The dialer shows the actual number of recalls and personal callbacks for the same contact. The system allows you to define strategies for recalls of unproductive calls. Note: difference manual / predictive: In manual mode, each agent needs to dial or request the system to dial a new customer s number, which might be busy, not answering, or defaulting to an answering machine, until he finally reaches someone. It is estimated that for every hour he ll be able to have around 20 to 25 minutes talk time. Page 27 of 42

28 Manual Call Progression: Predictive Dialing Progression: The predictive dialer will increase the talk time up to 40 to 50 minutes per hour by severely reducing the waiting time between calls by automatically handling invalid, non-answering, busy number without any interaction from an agent. Page 28 of 42

29 Web Scripter Web Scripter is a web-based scripting tool allowing deployment over the Internet, intranet or extranet. It does not require installation on the agent station. The Web Scripter has two main components: the Administration part and the Run part. The Run part is the interface for the call center agents who are guided through a script to collect data and provide adequate answers and information. The Administration part can run in 2 different modes: Standard mode: this can be used by non-technical people to create scripts; Advanced mode: used by more technical people to create more advanced features. In the advanced mode, users can create templates that can then be used by the standard users. The Web Scripter runs on an IIS Web server and uses a SQL server database. It is designed to run on the Internet, an intranet or an extranet. Page 29 of 42

30 Web Scripter Administrator The Web Scripter Administrator can be used either in standard mode or in advanced mode. The idea is to create basic components and functionality with the advanced mode and store them in a template that can be used in the standard mode. The main objective is to enable non-technical people to create and maintain scripts. A lot of effort has been put in user-friendliness of the application. For instance, it is very easy to copy and re-use components that have previously been used in other scripts. Graphical designer The graphical designer contains many help functions to simplify the creation of a proper layout for the screens and to organize the different fields used in the script. A wizard is used to create flows between different pages. Those links can easily be influenced by data gathered on the current page or data collected on previous pages. One can put certain conditions on that data to select the next page to jump to. Page 30 of 42

31 A link to your databases integrated to the CTI Database links can be managed with a connection wizard. One can choose to create new tables and fields or one can link to an existing database. Similarly, actions can be defined to perform certain grouped functionalities. Those actions can represent, for instance, calculations but they can just as well represent interaction with other applications. Page 31 of 42

32 Minute web site integration Page 32 of 42

33 Hermes.Net Agent Totally flexible in the number of agents and supervisors, Hermes.Net centralizes the profile of each user on the CTI server. The user only has to enter his assigned password and the application links him to his skill group along with the agent screen. The image above shows the main Hermes.Net.Net Agent window. The window is divided into frames: the top frame contains the agent script that will guide him throughout the conversation; the frame at the bottom contains the telephone functions. When the Agent logs on, he is put in pause state by default. As soon as he clicks on Ready, the system will start transferring calls to him (depending on the campaign dialing mode; for an explication of dialing modes, see Administration part earlier on in this document). Page 33 of 42

34 Through the screen telephone, the agent interacts with the telephony server asking for a new call or hanging up after a conversation and typing wrap-up information before placing a new call. The agent can also transfer the call to another agent or group or to a predefined or manually dialed external number. Throughout the conversation, the agent has access to critical information about the number of calls in his personal queue or for the total skill group. He can also ask the supervisor for assistance with a small messaging system. The agent can also record his conversation for evaluation purposes or debriefings with his supervisor. Page 34 of 42

35 Real-Time Supervision With this all-in-one supervision screen, the supervisor can visualize all call center production ratios. He has a wide range of supervision features at his disposal such as agent monitoring (voice and screen) and call logging. He can also talk privately with an agent or enter in a conference call with the other party. Alerts With regard to incoming calls, a graphic interface allows the supervisor to monitor the number of calls entering the ACD, the number of calls in the queue and the number of abandoned calls, he can also define his own supervision environment using real time calculation formulas, based on about 90 statistic values for telephony activity and production quotas. Personalized alerts can also be defined on those values. Display and motivate The Hermès.Net Supervision enables the supervisor to set the parameters and information to be displayed during production. The supervisor can also display messages that can be pre-defined and scheduled to appear according to production figures or other parameters. Page 35 of 42

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37 Reporting The Hermes native CTI keeps track of every record processed by the system, thus allowing the application to provide key figures in different graphical formats (export to Excel, PowerPoint...) about your contact center activity: from call-file management and production reports to ACD statistics. Page 37 of 42

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40 Hermes LCD Wall-Display Easily display the call center's real-time information on big LCD screens, better than the old school led panels. Hermes Interactive: Web Contact Centre Pop-up Hermes Net is connected to the company's mail server and to your internet Service Provider. It records and stores all available information about the s processed by Hermes. s are scanned for relevant key words along with predefined answers retrieved from the Key-Words Database. Incoming s are presented to the skill groups just like Inbound calls together with the relevant predefined answers to assist the agent. Hermes Net slashes processing time and traces all information for statistics purpose. Page 40 of 42

41 Web call trough From now on, your agents can answer live to Internet calls of customers browsing on your Web Site. Using Voice Over Internet Protocol, Hermes Net will route the call to the next available agent along with the IP address of the caller and the URL address of the page it is browsing. Your agent can then orientate the caller through your web site and make its presentation or demo at the same time. Web call back Not all your web visitors have speakers or microphones on their home or office PC, but they can press the Call-Me-Back button on your web site and leave their number. Hermes Net will transfer it to Hermes Dialer as a first priority or as a timed callback and your web visitor will be called and directed to the next skilled agent. Page 41 of 42

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