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Hermes Net

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Hermes Net

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  1. Hermes Net Coming Release v5.0 and Roadmap

  2. Market requirements • 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 Administration • 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

  3. v5.0 key features • Simpler, more intuitive main application view • Direct visibility of agents from application tab • Pre-launch ‘systems check’ • Multiple skins

  4. v5.0 key features • New, simple, tabbed agent workspace • Fully utilize browser window to handle multi-channel contacts • Eachchannel view configurable • including channel specific control bar • Lots more contact information • New concepts such as general pauseacross all contact media • Completely customizable access • By agent, (if allowed), supervisor and / or based on configuration loaded

  5. v5.0 key features • Cross-browser and OS Support • Entirely new, more modern and efficient contact control, (CTI) toolbar • SimplerOEMcapability • Change in approach to easily adopt HTML5 innovation when ready making it future proof • Simplified, futureproof and 3rd party friendly multi-browser support

  6. v5.0 key features • @Twitter channel contact • Unlimited rules for queued tweets • Pre-defined answers and attachments

  7. 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

  8. v5.0 key features • Entirely New Supervisor module

  9. 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

  10. v5.0 key features • HR wizard

  11. v5.0 key features • Queues wizard

  12. v5.0 key features • Web campaign wizard

  13. v5.0 key features • Workspace wizard

  14. 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)

  15. v5.0 key features • New Report Designer • Upload images • Header, footer, graphs, tables • Individual pages

  16. v5.0 key features • 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 compatibilityfor Cisco, Alcatel and more • Keep only one unit to drive all other CTI (HMP, AVAYA, CISCO, Alcatel, etc.) • Faster, easier to develop further

  17. 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

  18. v5.0 key features • 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.

  19. v5.0 Timeline Roadmap • v5.0 available June 2013 • Key focus on integration in following releases through to June 2014 June ‘13 Dec ‘13 June ‘14

  20. Thanks for your time