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Hermes Net

Hermes Net. Coming Release v5.0 and Roadmap. 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

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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

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