Hosted Call Centre

  • Hermes offers scalable call centre solutions suitable for small, informal and unmanaged customer-facing teams through to large multi-site business with hundreds of agents. One thing all these businesses have in common is a need to understand the dynamics of their customer calling patterns, ensure they are providing the best possible service and identify resource or training shortcomings. Hermes Call Centre Solutions are a crucial element in making sense of this. Key features:

    • Historical and Real-Time Reporting
    • Sophisticated Agent, Group and Queue analysis
    • Intuitive PC based interface for Agents and Supervisors
    • Web based Management
    • Remote Worker Agents supported

    Broadsoft Supervisor is a powerful reporting and management engine that gives Managers the relevant real time and historical performance information on Agents and Queues, presented in a simple line and bar chart format.
    Unity Agent empowers Agents by simplifying call handling, escalating to Supervisors and managing Wrap-Up, Not Ready and Available states.

    Unity Supervisor is an invaluable PC application for supervisors monitoring the real-time performance of the call centre. It also allows supervisors to send instant messages to groups of agents and to set which groups agents are logged into at any one time.

    Unity Wallboard allows the key real-time data (such as calls in queue and daily call centre statistics) to be displayed clearly for agents in their working environment.