1. 1

2. Classical Call Center IT Setup 2 Database ERP Agents CTI Server Dialer
Customers
PBX / ACD
IVR
Recorder
Classical call center Architecture
Multiple different servers, sometime from different brands
Avaya, Nortel, CISCO, Versadial, Terravoice 2

3. Hermes.Net Call Center 3 Database ERP Agents CTI Server Dialer
Customers
PBX / ACD
PBX
Fully web enabled
Classical call center Architecture
CTI
IVR
Dialer
Recorder
IVR
Recorder 3

4. Hermes.Net Call Center 4 Database ERP Agents Customers PBX
Fully web enabled
Classical call center Architecture
CTI
Dialer
IVR
Recorder 4

5. 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.

6. Hermes.Net Software Suite
Everything you need in one package
Administration
Agent
IVR
CTI
Dialer
Recorder
Script designer
Real time Supervision
Fax
Sms
Video Call
The Administration Software allows you to configure every parameters of the call center. For example that's where you will create an outbound or inbound campaign and assign some agents to work on it.
Once this campaign is created you will need to write the speech of your agent, and setup a small application that will allow them to gather data from your customer.
For that you will use the Script Designer
The Agent Editor will then let you customize the agent work environment so that he only has access to the functionalities he needs.
In an inbound campaign, you will probably want to greet people with a pre-recorded message and possibly ask them a few questions like what language do they speak, who do they want to talk to. You will do that with the IVR Editor.
Agenda.
While the campaign is running, you will be able to monitor agents and see real time production statistics using the Supervision software and more detailed statistics can be found and printed from the Reporting software.
Finally the Agent application is what your customer representative will use to connect to the system and receive phone calls, s and webchat. That’s also where the campaign’s script you’ve designed will be displayed.
V-Server
IVR Editor
Reporting
Agenda
Agent Editor 6

7. Hermes.Net Software Suite
Description
V-Server
Vocalcom’s ACD based on Intel Dialogic & HMP technology
Works with any other already installed PBX or in standalone mode
Administration
Configure campaigns settings
Inbound, outbound, , 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
Provide the agent with all the telephony function and access to the script workflow 7

8. Architecture
ICBS

9. Product features Hermes.Net Solution General Features 9 Hello
100% Web Based
Automatic Call Distributor (ACD)
Reporting System
CTI platform
Interactive Voice Response Unit (IVR)
Real Time Monitoring
Recorder
Dialer
Unified Messaging - FAX and SMS Activated
Scripting Tools
Blended Campaign Management (inbound/outbound)
External tools and applications integration enabled
Hello 9

10. Hermes.Net IVR IVR Features Hello
Multi language (English, Arabic, French, German, Spanish…)
Full PSTN and VoIP (SIP and H.323) support
IVR active on all channels
Call management (Call queuing, forwarding, outsourcing, prioritization, VIP…)
Voice mail
Remote monitoring (Web and Audio)
Speech synthesis and speech recognition
Automated Outbound IVR Campaign without agents
Integration API (Database, Web-Services, External software)
Graphical editor
Hello

11. Architecture Standalone with direct connection to the PSTN Pros Cons
Economical
Simple architecture
Self-contained
Cons
No integration with local station (PBX)
Hello

12. Architecture Integration with a SIP-IPBX Integration with a legacy PBX
Hello

13. Integration Overview Inbound Calls 13 Customers IVR/ACD/Dialer
Information system
Databases
CRM
The Administration Software allows you to configure every parameters of the call center. For example that's where you will create an outbound or inbound campaign and assign some agents to work on it.
Once this campaign is created you will need to write the speech of your agent, and setup a small application that will allow them to gather data from your customer.
For that you will use the Script Designer
The Agent Editor will then let you customize the agent work environment so that he only has access to the functionalities he needs.
In an inbound campaign, you will probably want to greet people with a pre-recorded message and possibly ask them a few questions like what language do they speak, who do they want to talk to. You will do that with the IVR Editor.
Agenda.
While the campaign is running, you will be able to monitor agents and see real time production statistics using the Supervision software and more detailed statistics can be found and printed from the Reporting software.
Finally the Agent application is what your customer representative will use to connect to the system and receive phone calls, s and webchat. That’s also where the campaign’s script you’ve designed will be displayed.
Contact Center with screen popup
Voice Mail
External routing 13

14. OUTBOUND Predictive dialing
Integration Overview
INBOUND
OUTBOUND Predictive dialing
Access information /
business methods
CRM
Dialer
IVR
Generate of list of person to call based on customer status
(e.g. Authenticate customer, account status, last 5 transactions)
The Administration Software allows you to configure every parameters of the call center. For example that's where you will create an outbound or inbound campaign and assign some agents to work on it.
Once this campaign is created you will need to write the speech of your agent, and setup a small application that will allow them to gather data from your customer.
For that you will use the Script Designer
The Agent Editor will then let you customize the agent work environment so that he only has access to the functionalities he needs.
In an inbound campaign, you will probably want to greet people with a pre-recorded message and possibly ask them a few questions like what language do they speak, who do they want to talk to. You will do that with the IVR Editor.
Agenda.
While the campaign is running, you will be able to monitor agents and see real time production statistics using the Supervision software and more detailed statistics can be found and printed from the Reporting software.
Finally the Agent application is what your customer representative will use to connect to the system and receive phone calls, s and webchat. That’s also where the campaign’s script you’ve designed will be displayed.
Automatic popup of customer screen
Agents 14

15. Contact Center 101 15

16. 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 s
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

17. Operation Mode Inbound / Outbound Outbound call center
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.
Some contact centers works in a mode called blended where the Agents handle both inbound and outbound contacts.

18. Contact Center’s Roles
Quick overview
Operation Manager
Manage the call center
Supervisors
Watch over a team of agents
Agents
Handle customer’s queries

19. Contact Center’s Roles
Descriptive Overview
Those are positions specific to the contact center universe
Agent Agent or Operator represents more than 90 percent of the workforce of a contact center. They are responsible for handling customer’s 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.
Supervisor Supervisors, as team leader, have the responsibility to coach agents and monitor the real time operation status of the contact center.
Operation Manager Call 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.

20. Contact Center 101 Keys for a successful contact center 20
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 company’s 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 20

21. 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 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 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.

22. Screen-Shots 22