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Www.vocalcom.com Version 1.2 by Simon HarrisonMay 4th 2013 HYPER-CONNECTED Contact Center Hermes Net Coming Release v5.0 and Roadmap.

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Presentation on theme: "Www.vocalcom.com Version 1.2 by Simon HarrisonMay 4th 2013 HYPER-CONNECTED Contact Center Hermes Net Coming Release v5.0 and Roadmap."— Presentation transcript:

1 Version 1.2 by Simon HarrisonMay 4th 2013 HYPER-CONNECTED Contact Center Hermes Net Coming Release v5.0 and Roadmap

2 Version 1.2 by Simon Harrison May 4th 2013 Market requirements 2  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 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 3

4 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 4

5 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 3 rd party friendly multi-browser support

6 Version 1.2 by Simon Harrison May 4th 2013 v5.0 key features channel contact –Unlimited rules for queued tweets –Pre-defined answers and attachments 6

7 Version 1.2 by Simon Harrison May 4th 2013 v5.0 key features  Queue Facebook posts –Pre-defined answers and attachments –Respond with as well as comments –Search number of comments, who from, message containing, number of likes –Queue image posts –Contact stats in the workspace 7

8 Version 1.2 by Simon Harrison May 4th 2013 v5.0 key features  Entirely New Supervisor module 8

9 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 9

10 Version 1.2 by Simon Harrison May 4th 2013 v5.0 key features  HR wizard 10

11 Version 1.2 by Simon Harrison May 4th 2013 v5.0 key features  Queues wizard 11

12 Version 1.2 by Simon Harrison May 4th 2013 v5.0 key features  Web campaign wizard 12

13 Version 1.2 by Simon Harrison May 4th 2013 v5.0 key features  Workspace wizard 13

14 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) 14

15 Version 1.2 by Simon Harrison May 4th 2013 v5.0 key features  New Report Designer –Upload images –Header, footer, graphs, tables –Individual pages 15

16 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

17 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 17

18 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

19 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 Application look and feel, Social channels, Custom Reports Advanced CTI MS CRM Qualco Cash Collection Cisco, Lync Telecom SAP, Netsuite Lead360 Integration

20 Version 1.2 by Simon HarrisonMay 4th 2013 HYPER-CONNECTED Contact Center Thanks for your time


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