Hermes.Net Presenter Notes -----

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1 Hermes.Net ----- Presenter Notes -----
Welcome to this presentation on Hermes Net. We’re going to talk through a couple of slides to just define Hermes Net, then we’ll go ahead and take a close look at the modules and features to help demonstrate how Hermes Net will ensure you better connect with your customers. Version 1.0 Octubre 2013

2 Vocalcom - Visión Permitir a las empresas de todos los tamaños a reunirse con sus clientes en el teléfono, a través de la web, en las redes sociales y a través de aplicaciones móviles utilizando una funcionalidad sin precedentes, flexibilidad y capacidad de ampliación, mientras reduce los costos y mejora la velocidad y la eficiencia operativa. Transformar la experiencia del cliente, y sus interacciones a través de los canales en una misma conversación sin problemas, demostrar la atención al cliente a través de la innovación única y hacer más fácil para los clientes conectarse con las empresas de la manera que ellos quieren.

3 Quienes somos Empresa multinacional con sede en Paris, estabelecida en 1995. En 2011 fue adquirido un 65% por la empresa . Presente en 44 países con más de 700 mil licencias de agentes implantadas. Empresa especialista y enfocada en software para Contact Center – todos los canales. Solución 100% WEB.

4 Utilizado por el 90% de los outsourcers
Donde Estamos.. Sedes Clientes 3.800 clientes en 44 países + de usuarios Utilizado por el 90% de los outsourcers

5 Demanda de clientes a nuevos canales
Voice SMS Chat Compras por web Twitter Facebook Video Presencia Web en vivo App. Móbiles Canales Sincronizados Voice SMS Otros canales Voice Único Canal Today 2000s 1990s x300 x35 x1 Interacciones diarias

6 Plataforma Multicanal
Administración Unificada de todo tipo de canales Rápido de Configurar Fácil de Administrar

7 Connecting to Customers
Simple unificado, escalable y rápida implementación de plataforma de contacto Diseñado para cualquier empresa Extendiendo mas allá los canales tradicionales de comunicación Debt Collection Telesales Telemarketing Customer Care VOCALCOM Completa Solución Multi-Canal para Contact Center ----- Presenter Notes ----- So taking a close look at our portfolio, you can see it’s all about connecting with customers, although we take it further than perhaps more traditional Contact Centre software providers. TheDrive is a mobile application that can run in a kiosk enabling our clients with retail outlets or who provide a service such as hairdressing for example to connect with their ‘off-line’ customers, directly in the store. Customers can ‘self help’ or click to connect to an agent and tap into an unlimited resource of information about products and services. TheDrive also enables our clients to get closer to their customers and offer them products and services to better serve them and retain their loyalty. A customer kept is also a customer that’s not increasing your competitors market share. We also support social interaction as a typical contact center channel, as well as in the form of e-recommendation called TheLink. If for example one of your customers has a great experience an agent can suggest contacting a customer’s friends on Facbook via an app, to offer them a discount voucher for example. We also have advanced and innovative Pro-Active Web chat called TheWave, capabilities with additional features such as form data collection, quality surveys, skills based chat routing and the more common chat features such as sending the conversation transcript. Finally, we provide world class multi-channel Contct Center, in various guises and to suit your needs. Whether looking to retain existing PBX technology and integrate or implement a dedicate Contact Center, or whether you’re ready to move to the Cloud Vocalcom can make it easy for you to improve efficies, increase revenues and improve customer service. ----- No WFM – Objection Handling ----- We focus on here and now customer contact, first time resolution and ensuring the best possible customer experience. We believe a customer doesn’t necessarily remember what you said, but does remember how you made them feel. All of the tools available to an agent fit that one purpose. WFM is about planning agent resources, so we integrate with this type of technology through connectors but it’s not core to our portfolio.

8 Hermes.Net 5.0 Administración avanzada en tiempo real
Plataforma Multicanal Estrategia mejor momento para llamar Atención al cliente avanzada Entorno de Productividad del agente Redes sociales en Tiempo Real Supervisión / Administración en Tiempo Real Reportes totalmente diseñables Contacte a su manera Redes Sociales, tiempo real Desarrolle rápido, escalable y fácil Contacte a más clientes Sea Eficaz Dele potencia a sus agentes Acceda a aplicaciones y datos de terceros Incremente su productividad Administración avanzada en tiempo real Back and Front Office TODOS los canales, fuerte manejo de redes sociales Funciones completas de supervisión Periodos de tiempo seleccionables Administración de colas y calificaciones “Herramientas poderosas para medición en tiempo real, analice, y ajuste” Estrategia de contactación Es casi humano! Estrategia ‘Configurable’ Más Personal Menos acoso, más resultado Ofcom y PCI Comptible “Contacte con más clientes en el momento y dispositivo indicado” Entorno de producción del Agente Simple, interfaz amigable Workflows y Popups, rápidos Vista en tiempo real de la navegación del cliente Personalice, controle, defina, optimice Organización de colas y campañas “Asombrosamente los datos y aplicaciones complejas se tornan simples, en las manos de los agentes. Agentes felices, Agentes más Productivos!” Redes Sociales en Tiempo Real Respuestas en Tiempo Real Organice por palabras, hashtag, cuentas Ruteo basado en habilidades Administre por exclusión Encole por ultimo primero “Maneje el segundo canal en tiempo real en los contact centers. Proteja su marca, provea atención excepcional” Atención al cliente Multicanal No mas espera Priorice llamadas VIP Blended – Incluyendo Redes Sociales Ruteo exacto ‘Click-and-drag’ en IVRs Chat Inteligente y proactivo Video Llamadas “Responda a los clientes como ellos quieren, cuando ellos quieresn, donde ellos quieren. Transforme la experiencia de los clientes” Reportes Personalizados Plantillas, secciones Back / Front Office Sin restricciones, ilimitado Defina reportes ‘hermosos’ Gráficos, estadísticas, e información “Visibilidad perfecta de todos los datos históricos, Administre, aprenda y mejore”

9 Funcionalidades del Agente - Workspace
Interfaz amigable y simple Interface 100% Web Administración de canales fácil y eficiente Conexión a infinitas fuentes de Datos Información en Tiempo Real del cliente ‘workspace’ Personalizado Manejo inteligente de canales de comunicación, pausas y estados de llamadas Grabación de Voz and Pantallas ----- Key Messages ----- Entirely CUSTOMIZABLE workspace SIMPLE through to COMPLEX APP BUILDING, (screen scripts) that are context aware and within context CONNECTABILITY, exsiting web and database resources CONFIGURED complete AGENT control. ----- Presenter Notes ----- The Hermes Net ‘unified desktop’ agent workspace is unique. It’s unique for three key reasons. Firstly, it’s entirely customizable. The workspace itself can be in different colors, support different graphics and most importantly can be defined with different contact features for each media. When I say ‘the’, it’s actually possible to have many workspaces defined, to be used for different types of contact and campaigns. The features included in the workspace such as the ‘viewport’ browser frame which can be set to be moveable, resizable, allow free typing of URLs or entirely locked down to a single internal web system such as an intranet portal for example, and the controls or access you provide to the agents, is all entirely changeable via the very easy to use ‘graphically driven’ workspace designer. Secondly, the power to build agent applications or screen scripts, that are ‘context’ driven and different context type aware. For example on an inbound call, pop a customer service app, that’s work-flowed to help the agent provide excellent service; if it’s an outbound call ensure a sales agent has all the relevant details in a screen pop and the right fields to update an opportunity. Finally, it’s so connectable as we’ve already touched on. Re-use existing CRM solutions, data from corporate databases, connecting via client side scripting, literally anything and everything your agents could need is easily brought into their workspace. The workspace also provides the agent with a lot of control, such as call, , chat dispositioning, personal and system callback setting, break reasons and more. Our workspace solution is based on a simple philosophy, customers don’t necessarily remember what you did or said, they remember how you made them feel, and so your agents must have ALL the tools to ensure your customers have a great experience.

10 Funcionalidades – Aplicaciones
Diseñador Web Scripts de pantalla, workflows para todos los Medios Interfaz ‘Drag and drop’ fácil de usar Captura de datos en Tiempo Real ‘Conexión’ a multiples fuentes de datos ‘Conexión ’ a otras aplicaciones de CRM Constructor de Acciones ----- Key Messages ----- WORKFLOW agent and customer interactions Start SIMPLE ACTION builder CLIENT FILE creation from inputs ----- Presenter Notes ----- The Interface Designer module is a graphical interface that makes creating screen scripts or work flowing a customer and agent interaction very easy. It incorporates a ‘blank canvas’ with the ability to build out exactly what you require for specific inbound or outbound campaigns. In particular, you can ‘drop’ onto a canvas text inputs, dropdown boxes, text areas, buttons and so on, anything that you’re used to seeing on a web page can be included. You can then go ahead and define a bunch of actions to associate to the web page INPUTS, we’ll describe them as, so if an agent selects a text box, out of sequence or if they hit a specific button and so on, we can set a trigger of a specific action. The actions range from changes in the screen or alerts, through to database queries form a separate database through to doing something from a voice perspective like putting a caller on hold or even transferring them to an IVR. We can even go off and query or do something on a separate CRM system. There are literally too many features to list, but I’d like to touch on just a couple more in particular. The GRID component enables you to, in a few clicks, ‘tie’ an OPEN database search result to a very useful table that provides helpful ‘in-built’ capabilities such as filtering from the titles of data, and the ability to add simple functions like “call the telephone number if record clicked” really easily. So you can imagine if you wanted to do some manual dialing in an organized fashion this is the perfect way to do that. Another key capability to mention is you can automatically create the schema to import a call file from your screen pop script. A simple click uses your inputs on your canvas to match the titles of the columns of data in your call file and importing becomes completely seamless, FASTER and even simpler. The screen script designer is extremely powerful and creating screen scripts is something USERS are now empowered to create themselves, no need to engage the IT team. Users can create really simple, one page screen pops in minutes, right through to an entirely bespoke CRM application.

11 Funcionalidades – Administración Centralizada
Administración Simple, 100% web Multi-site, multi-tenant Administración de Permisos por acceso Administración de Habilidades , Camp IN, Camp OUT, redes sociales and estados Manejo de Colas, Lista de llamados, Campañas, Desbordes, Reglas de Grabación, Códigos de pausa, estados de calificación, horas de servicio ----- Key Messages ----- CENTRALIZED, SIMPLE, BROWSER admin NORMALIZED approach to configuration – INTELLIGENT re-use of layout The COMPLEXITY of configuring many channels SIMPLIFIED by design and WHAT can be configured in admin. ----- Presenter Notes ----- The key to deploying a truly multi-channel solution, as we’ve touched on, is it being simple to setup and access. The Hermes Net Administration module is one of the five modules for defining and accessing the entire product via the browser. It really is simple to use, with access to setting up inbound and outbound contact strategies, across all channels, being very intuitive and organised. We mentioned it’s normalized in our introduction to the product and it literally is a key theme of the admin feature. Where possible to use exactly the same tabs and even in the same order across setting up channels we’ve taken advantage of keeping it simple. In fact, setting up agents, queues, inbound and outbound campaigns are almost self explanatory, although extremely configurable. For example, configuring overflow may be something other vendors look to their IVR configuration to define, with Hermes Net, it’s a simple dropdown and select, accompanied with all the relevant settings, easily accessed under the overflow tab. Skills assignment, rules, associated campaign documents or media to push to customers, is all setup via the admin module. There’s even a summary ‘feature’ that makes it easy to review and fine-tune your configuration real-time as often as you like.

12 Funcionalidades- Wizards
RRHH, Colas, Campañas Web y Workspace wizards Interfaz simple y fácil de utilizar Wizards para ayuda de configuración Interfaz Intuitiva Defina opciones de la barra de herramientas Configure Aplicaciones del Agente ----- Presentation Notes ----- At Vocalcom, we believe 'Simplicity Drives Success' and this is never more important given the complexities that 'CAN' come from adding support for more and more contact channels as part of your Contact Center. We’ve added to what’s already a very simple to use administration module, the ability to define key aspects of your Contact Center using easy to use configuration wizards. We’ve also consolidated ‘related’ features based on the wizards also, so for example the HR wizard will enable you manage all aspects of ‘people’ within the application. This including agents, supervisors, groups, administrators as well as salesman, planning management, contact lists and even client characteristics management. Simpler, although more capable configuration is made available via these new wizards. --- Creation of outbound campaigns, inbound, , chat, create call files, customer files management, backup settings, …

13 Funcionalidades- Colas
Organize multiples colas y relacionelas con campañas visualmente Asignación Inteligente Administración Rápida y Fácil Relacione colas a workspace Asignación Dinámica de Agentes a colas Definición de Prioridades

14 Funcionalidades- Asignación de Workspaces
Rápida y Simple organización y Filtrado ‘Click-y-arrastre’ para asignar un agente al workspace

15 Funcionalidades - IVR Diseñador IVR ‘Drag and drop’
Menues interactivos Administrar Campañas IN / OUT Encolamiento de llamadas, desvios, Llamados Salientes, Priorización. Text to speech Multi-lenguaje Voic Busqueda en BBDD externas ----- Key Messages ----- DRAG-AND-DROP ENDING STRATEGIES WEB SERVICE and related CONNECTABILITY from within the IVR PCI COMPLIANCE ----- Presenter Notes ----- The IVR Designer is one of our most exciting features, it’s part of the Interface Designer module. So you can create Workspaces, Screen Scripts and IVR’s using that particular module, and already, with it being defined as just a simple feature of our designer module, you can see it’s different to your typical IVR solution. Being native to the core of our application, we can pretty much do anything you could ever want to with an IVR, via a very intuitive ‘click-and-drag’ interface as you can see here in our sample image. Key routing strategies such as VIP routing, intelligent queue selection, routing based on database lookups or web services are all basic functions of our IVR Designer. Voice prompts for interactive menu’s are easily uploaded, to define an ultimate customer experience. You can make it as flat or as intelligent as you like, with decision steps such as checking agent availability before even queuing or dynamic and automatic next step structures as well as powerful text-to-speech and multi-lingual support all being available. A final key feature to mention is the IVR works harmoniously with our PCI Compliance capability, to utilise a payment gateway from within the IVR and avoid any requirements to store financial data, ensuring you the ability to be completely PCI compliant. We’ll go into more detail on this feature later in the slides.

16 Campañas Entrantes Funcionalidades Entrantes Habilidades, Ruteo VIP
Scripts dinámicos, workflows Estados de Llamadas por campaña Transferencia entre agentes Acceso a informacion del cliente Workspace y controles personalizados

17 Campañas Entrantes – Atención al cliente WEB
Web Chat Pro-activo Ruteo basado en Habilidades Scripts dinámicos con workflows Chat ‘on demand’ Web call back, click-to-call, co-browse, video conferencia Captura automática de información Encuesta de Satisfacción y envío de Conversación por Aumente las ventas en línea con un asistente virtual de compras

18 Campañas Entrantes- Redes Sociales
Respuestas en Tiempo Real Organice por palabras, hashtag, cuenta. Ruteo basado en habilidades Administración 100% web Geolocalización

19 Campañas Entrantes - The Drive
Conectese con compradores ‘off- line’ Aplicación Mobil Busqueda de productos por Código de Barras Conecte con Agentes - Video-conferencia, click-to-call ----- Key Messages ----- CONNECT with customer that are OFF-LINE DIFFERENCE of VOCALOM thinking beyond MULTI-CHANNEL, new ways to CONNECT UNLIMITED access to information, from WITHIN THE APP then supported BY AN AGENT UPSELL and ADD VALUE, improve CUSTOMER EXPERIENCE, CONNECT to an otherwise not connected customer ----- Presenter Notes ----- At Vocalcom we’re passionate about innovation. We like to take Contact Center beyond traditional capabilities by thinking more about being ‘connected’ to customers and how you can do that, and not just the ‘channels’ you need to be thinking about supporting. The Drive is one innovation that demonstrates that passion. This is a product that you could argue is designed for people that are ‘not so traditionally connected’. People that aren’t online shoppers, that don’t necessarily call your company much less use web chat. However, they do enjoy visiting your shopping or service store premises such as a Hair Dresser for example, and they may well feel compelled to use a touch screen kiosk to find out more about your products or services. The Drive provides unique access to unlimited information about products and services you provide. A customer can ‘scan’ product to find out more, and then if they still don’t have the information they need, a single click will connect them to a contact center agent. That agent is automatically transferred the context of the customer’s originally query and can offer relevant help with product information and ‘push back’ screens, product guides or media, upsell other features and products and even provide a voucher to encourage the customer to go ahead and purchase. The Drive can be used as an information point, with any website or web resource also being accessible, (based on configuration of course) and the agents can be empowered with screen scripts and tools to really provide a great customer experience. Again, Vocalcom look at ways to connect with customers beyond standard multi-channel and The Drive is one of them.

20 Campañas Salientes- Estrategia de Llamados
Funciones salientes avanzadas Configurable, rápido y simple Tratamiento más personal. Estrategia de rellamados Modos de discado Preview, progressive, predictive, robot Cuán seguido llamar a un número especifico Como llamar a un número en un rango específico de tiempo, (semana, mes) Hasta 4 programaciones por cada número “Conecte con más clientes en el momento mas indicado en el telefono en que se encuentra”

21 Administración Real-Time
Supervision 100% configurable Real-time voz, social, chat, , web, fax, IVR y monitoreo de agentes Vistas en multi-screen Barra de herramientas interactiva Escuche, susurre, tome control, grabe llamadas Modifique Estados de contactos y visualize scripts ----- Key Messages ----- SEE EXACTLY WHAT YOU WANT, HOW YOU WANT IT CUSTOMIZABLE VIEW data in MANY WAYS ADVANCED SUPERVISOR FEATURES ----- Presenter Notes ----- The Supervisor Module is exactly what Supervisors and Contact Center managers need to manage their customer contact. It provides exceptional ‘up to the last second’ information across all media channels and offers that information exactly how you’d like to see it. Table views, graphs, counters, multiple screens and across agents or channels, even the IVR is all entirely available within the module. The columns of data is selectable and changeable, you can even create your own custom columns of information. Alerts, and the Supervisor toolbar give Supervisors the power to truly stay connected and motivate the agents.

22 Reporting Diseñe Formatos de reportes
Diseñe páginas, secciones, encabezados, pie de página y datos Reportes ilimitados para todos los medios de contacto Programe y envíe por los reportes ----- Key Messages ----- OPENNESS OF DATABASE SCHEDULING of reports DISTRIBUTION of reports ----- Presenter Notes ----- Finally, in terms of key features the historical reporting is based on an entirely open database within Hermes Net. There are powerful repot filters and features to see exactly what you want, how you want it. You can also then schedule reports to be ed to key contacts to evaluate.

23 Métodos de Integración
ActiveX COM Objects Web Services TCP/IP Flash Bases de Datos ----- Key Messages ----- OPENNESS OF APPLICTION PROVEN SOLUTIONS with other big brand vendors ----- Presenter Notes ----- Hermes Net is extremely open and in terms of integration, we’ve provided many combined solutions. You can see there are number of very well known brand names here that we’ve worked closely with to provide some extraordinary Contact Center capabilities.

24 Ejemplo de Arquitectura - HMP
Troncales Digitales Conversion a SIP Extensiones SIP Softphone en Browser SIP Phone Virtualización de servers ----- Presenter Notes ----- In this example, we connect to some digital trunks using a dialogic gateway. Our servers are running on a virtual server instance, incorporating the main Hermes Net application server, a database server and a web server. The host media processing servers are physical because they do all the Voice over IP packet crunching and of course the desktop browser enables the agent to use the application as well as a built in softphone or a separate soft or hard SIP phone. This solution is resilient also, in that on the HMP servers there’s a slave instance of the ACD software, and call routing is load balanced across these servers.

25 Hermes.Net – Arquitectura Standard
Agentes Supervisores Administradores Entorno unificado del agente Diseño Campañas (scripts) Supervision Administración Reportes Diseño de IVR y Scripts www CONTACT CENTER INFRASTRUCTURA Server BBDD Núcleo Omni-canal Modulos Aplicativos ACD CTI IVR Predictive Dialer Recorder CANALES Entrantes y Salientes 25

26 Hermes.Net Resumen Plataforma Completa multi-canal para Contact Center Ruteo por habilidades, blending, multi-site, multi-tenant Simple de usar, RAPIDO de implementar!! Configurable, Información en tiempo real y reportes históricos Aplicación 100% Web Rápida implementación sin instalar componentes en la PC cliente IE, Firefox, Chrome Diseñador de pantallas, CRM e IVRs ----- Key Messages ----- COMPLETE multi-channel – full blending, simple to define, extensive real-time and historical info. Entirely NATIVE to the web, fast to deploy, nothing to install, designed to bring existing data sources and web apps into agent space or create your own Not constrained by ‘bits of tin’ – CONNECT to anything. Holistic view of the CUSTOMER JOURNEY ----- Presenter Notes ----- We hear the term multi-channel used a lot when talking about Contact Center. At Vocalcom we believe Hermes Net is the most COMPLETE multi-channel contact solution. So what do we mean by that? Firstly support for ALL channels including voice, , chat, social and more out of the box, via a SINGLE APPLICATION core. This is the only way you can truly support blending, not just across inbound and outbound voice, but across all your media channels. Secondly, simple to set up and use. If it’s not simple to configure a growing number of channels, they will never be utilized to their full potential. Hermes Net adopts what we call a ‘normalized’ application interface using the ‘same’ layout of familiar tabs and views wherever possible. Elements such as holidays and opening hours are defined once and used everywhere for example. Finally, in terms of being true multi-channel, the ability to see in real-time PRECISE performance information, and how YOU WANT to see it. You need to be able to make sense of a lot of data, RIGHT NOW, so you can make adjustments for the rest of the productive day. Hermes Net is provided with market defining Supervision features to do that, that are totally customizable. You also have unrestricted access to all of the management information you could possibly need. Ultimately, our multi-channel capabilities ensure a great customer journey, whether they called in one day, then requested a web chat the next, you have a complete view of your customer. A key characteristic of Hermes Net is that it’s WEB NATIVE. Built using a rapid application development environment, it’s designed to simplify the DEPLOYMENT process by giving access to the entire configuration of your Contact Center via a simple browser. Taking that a step further, it’s also designed to not only make it easy to create your own screen pops and workflow an agent / customer interaction, but to also ‘partner up’ with existing corporate CRM’s, intranets, portals and any database sources. Our philosophy is it’s not just an agent’s unified desktop, it’s a viewport to see anything and everything you could possibly need to best serve you customers. The final, compelling feature that defines Hermes Net is that it was designed to be unconstrained by hardware, this is what enables us to be truly innovative with our software. We adopt voice technology that enables us to connect to pretty much any existing PBX, as well as provide some ‘deep integration’ capabilities such as the Avaya Aura unique Hermes Net solution. “Realmente una solución multi-canal, rápida, fácil de implementar y totalmente flexible para Contact Centers”

27 Sistema completo para Contact Center
Responda más rápido y fácil, tal como lo desean sus clientes. Reduzca costos, mejore ingresos y la relación con sus clientes. ----- Presenter Notes -----

28 Gracias por su tiempo ----- Presenter Notes -----