Classical Call Center

2. Classical Call Center ERP Database CTI Server Dialer PBX / ACD Customers Recorder Agents IVR IT Setup

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

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

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 Administration Agent Script designer Real time Supervision Reporting Agent Editor Agenda IVR Editor Everything you need in one package IVR CTI Dialer Recorder Email Fax Sms Video Call V-Server

7. Hermes.Net Software Suite 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, e-mail, 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 Description

8. ICBS Architecture

9. Hermes.NetSolution General Features Product features

10. IVR Features Hermes.Net IVR

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

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

13. Integration Overview CRM Databases Inbound Calls IVR/ACD/Dialer Customers Information system External routing Voice Mail Contact Center with screen popup

14. Integration Overview CRM OUTBOUNDPredictive dialing INBOUND Access information / business methods Dialer IVR Generate of list of person to call based on customer status (e.g. Authenticate customer, account status, last 5 transactions) Automatic popup of customer screen Agents

15. Contact Center 101

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 • E-mails • 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. Some contact centers works in a mode called blended where the Agents handle both inbound and outbound contacts. Operation Mode Inbound / Outbound 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.

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 • AgentAgent 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. • SupervisorSupervisors, as team leader, have the responsibility to coach agents and monitor the real time operation status of the contact center. • Operation ManagerCall 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 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 Keys for a successful contact center

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