Hermes Pro Interactive Suite: VOCALCOM

Hermes Pro Interactive Suite

VOCALCOM

Paris, France

Ph: +33 55 31 30 50

Fx: +33 55 37 30 51

Web site: http://www.vocalcom.com

Price: With 48 agents 12 TU) $2000 by seat for Hermis Predator (predictive outbound or Inbound ACD-IVR); $3500 for seat for Harmes Pro (full-featured mingleed call center); $4008 per seat for HeMs Ambassador (full-featured Internet commingleed call center)

There are many applications available for specific aspects of a call center These applications include workforce management, CRM solutions, predictive dialers, ACD functionality and monitoring tools. VOCALCOM's Hermes Pro Interactive includes constituents of all of these and a great deal of more in what they say is "the all-inclusive, fullfeatured, turnkey call center solution." While single may quibble about what "all-inclusive" entails, Hermes Pro does present almost everything a call center may ne and facilitates an agent's piece of work in the process. Serving from 4 to 600 agents, Hermes Pro features a largely functional PC-PBX, an application generator (app-gen), cobrowsing, VoIP, Web callthrough, interactive chats skills-based routing and other, high-level functionality.

Installation

In greatest in quantity cases, the installation of the administrator, ACD, client and agent software is handled entirely by the agency of representatives of VOCALCOM for their customers. Since we solitary wanted to install the software in a lab environment, we plant up the hardware requirements and watched as a representative from VOCALCOM installed their software onto Windows NT Server 40 We used a 333 MHz Mitac industrial computer with 320 meg of RAM to be assured we had enough memory to proof the product (we found on the outside that Hermes Pro used solitary around 32 Megs of RAM memory for the initial installation). We also learned from the representatives that VOCALCOM gives a three-day training course upon the Hermes Pro for their novel customers. This certainly helps agents, supervisors and administrators understand the combination of parts to form a whole Unfortunately, because VOCAL,COM could not suffer us borrow the PC-PBX they had brought with them for an reach forthed period of time, we could install the software onto our a whole but could not test all of the features.

While the installation proces strike one as beinged simple enough, we did not obtain enough information to reasonably determine its ease and flexibility. Nevertheless, since installation is usually done by dint of VOCALCOM, we will not grade this aspect of the returns

Documentation

If we rated the documentation strictly upon the sheer bulk of the printed manuals, the Hermes Pro documentation would receive high marks. There is a apportionment of information contained in the many manuals, a certain quantity of of which are somewhat thick. Thankfully, there are many screenshot highlighting the pages, which makes for easier reading since the screenshot are clear and understandable.

Undoubtedly owed to the translation from French and English (VOCALCOM's headquarters are in France), there are more [i]or[/i] less typos and grammatical errors in the documentation. There is also a certain number of untranslated material. But compared to a certain number of other companies' translated documentation we have seen in the past (which can border upon being totally unreadable), these translations are not bad.

The biggest enigma TMC(TM) Labs had with the printed documentation was the cohesiveness of the manuals as a whole. We place ourselves searching through different manuals to find the special information we wanted, if we set it at all, and occasionally we did not have a great deal of to go on other than the screenshot of the interface with little or no body associated with it. We understand that the French version of the documentation may be more cohesive, on the contrary as far as the English version is touched combining the manuals and adding a certain quantity of more understandable instructions about the features would help immensely. Providing detailed indexes at the extremity of the manuals would also be advantageous.

For a fruits of this magnitude, help files are true important so users can gain a better understanding of certain features. commonly there is very little relevant information contained in the help files.

Features

Hermes Pro is separated into many smaller composings in a hierarchical type of format. We could almost draw it on the outside in a tree diagram. Directly below the Hermes Pro headline would be the outbound dialer, ACD functionality, Web call center IVR application generator, administration, agent capabilities, supervisor applications and plug-ins categories. below these categories would be the associated Hermes names (as described in the brochures) and then the features associated with these names. While this emblem of hierarchical structure helps describe the many features of Hermes Pro we will not advance into as much detail. However, the following list will briefly discuss the major features associated with the categories we specified above:

* Outbound dialer - contains preview dialing for receiving information about the someone or company an agent is calling, progressive dialing for transferring a call to the agent as before long as the agent is available, predictive dialing and scheduled recalls.