Hermes

Cloud Contact Centre

Flexible, Omni-Channel Communications from the Cloud. For Delighted Customers, Agents and Executives. Wherever You Are.

satisfying contact centre Software

Award winning technology - When your Customers demand more
Today, channels of communication overlap, blend and pivot in real-time. Voice, Email, WebChat and even Social Media, your Contact's expect you to understand, and resolve issues quickly, regardless of their channel choices. Tried and tested, today, over 600,000 Agents in more than 4,500 organisations utilise Hermes, to deliver a more efficient, effective and proactive service to their customers, prospects and contacts.


inbound voice

Resolve queries, faster. Comprehensive inbound call handling, intelligent Skills Routing, overflow capacity and transactional IVR.

outbound dialler

Convert leads quicker to accelerate your sales. Multiple dial-modes including automated robot, and call strategies to boost productivity for every campaign.

web chat

Boost Customer engagement and grow online. With real-time support with chat, click to call, co-browse and more.

social media

Help Customers become ambassadors with rapid response Customer engagement tools for Facebook and Twitter.


Features

Improve Agent Productivity, Reduce Time-to-Resolution, and Increase Satisfaction with Powerful Contact Centre Features

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Social Medias

Improve Agent Productivity, Reduce Time-to-Resolution, and Increase Satisfaction with Powerful Contact Centre Features

Complete Communications

Voice, Email, WebChat, SMS, and even Facebook and Twitter. Hermes provides a unique desktop environment for complete control.

Advanced Skills Routing

A powerful Automatic Contact Distribution (ACD) engine delivers to the right profile Agent to maximise first-contact resolution and reduce handling time.

Powerful Script Environment

Basic, complex, or dynamically-linked scripts are presented to Agents - sales pitches, compliance statements, objection-handling, or even calculation-tables. Flexible and Powerful.

Powerful Script Environment

Basic, complex, or dynamically-linked scripts are presented to Agents - sales pitches, compliance statements, objection-handling, or even calculation-tables. Flexible and Powerful.


Features

Improve Agent Productivity, Reduce Time-to-Resolution, and Increase Satisfaction with Powerful Contact Centre Features

Complete Communications

Voice, Email, WebChat, SMS, and even Facebook and Twitter. Hermes provides a unique desktop environment for complete control.

Advanced Skills Routing

A powerful Automatic Contact Distribution (ACD) engine delivers to the right profile Agent to maximise first-contact resolution and reduce handling time.

Powerful Script Environment

Basic, complex, or dynamically-linked scripts are presented to Agents - sales pitches, compliance statements, objection-handling, or even calculation-tables. Flexible and Powerful.

Queues & Campaigns

Multi-Channel Queueing presents all media types in a single, easy to use interface, increasing Agent productivity, satisfaction, and reducing time-to-resolution.

Analysis & Reporting

A complete suite of pre-defined reports that aid decision making; and fully customisable. Call Status, Campaigns, Agent reports, Average Wait times and much more

Supervisor Controls

A superior suite of Supervisor and monitoring tools. Listen, Whisper and Conference-in to dialogue. Configurable Supervisor views of Queues, Outbound campaigns, IVR’s and much more.


benefits

Omni Channel Contact

Happy Agents and Customers. Respond faster, and connect with Customers' in their preferred ways. All communication history is presented to Agents in a single screen, regardless of channel.

 Agile & Flexible

Rapidly add channels, features, and functionality as required. Try and test new communication styles without risk, and at little cost.

Modular Pricing

Simple. Per User, Per Feature, Per Month. Pay only for what you need, when you need it. Everything included, no surprises.

 True Cloud

Delivered from CAL, the Ciptex high availability Cloud to work wherever globally you want. No upgrades, no diminishing returns, just software - as a service.

Integrate

We go beyond out-of-the-box software, with clever integrations. Workforce management, compliant payments, quality monitoring and much more.

 More Communications

Add back-office telephony, unified communications, connectivity and more for completely seamless communications across your business or enterprise.

integrations

Pricing

Hosted in our secure, private cloud, spread across geographically diverse tier 3 data centres.
All our solutions are backed by industry-leading guarantees.
Costs per agent per month start from as little as*

Multimedia

from

£37.50

  • Native Web Chat
  • Collaborative browsing
  • Contextual Email
  • Direct Social Media Feeds
  • Standalone
    or add to your existing Contact Centre
  • Real-Time and Historical reports

Voice

from

£62.50

  • Skills-Based Routing
  • Transactional IVR
  • CTI Integration
  • Preview/Progressive/Predictive Dialler
  • Blended Inbound/Outbound
  • Real-Time and Historical reports
  • Basic Call Recording

Omni-Channel

from

£82.50

  • Seamlessly blended Voice and Multimedia - omni-channel communications
  • Single Application
    for Routing and Reporting
  • Real-Time and Historical Reports
  • Basic Call Recording
Most Popular

*Based on a 3 year fixed contract term for a minimum of 500 users. 
Licences can be provided individually on a minimum of a 1 month contract, but costs will be higher.
Please contact us for a no obligation quotation.

Add-On Functionality

  • Proactive Workflow   ?
  • With Proactive Workflow, you get Email/SMS/Letter/Voice Campaign Management and Optimisation ensuring maximum ROI
  • Proactive Contact   ?
  • Proactive Contact optimises Outbound Campaigns with bulk contact via SMS and Automated (robot) voice
  • Compliance Manager   ?
  • Ensure PCI and FCA Compliant Card Handling and Transaction Recording with Compliance Manager
  • Quality Monitoring   ?
  • Maximise Agent Effectiveness with Balanced Scorecards plus Agent and Client Surveys with QM from Ciptex
  • Analytics Manager   ?
  • Analytics Manager goes beyond statistics with Qualitative rather than Quantitative Reporting

Available Integrations

  • Salesforce / MS Dynamics / Zoho / Sugar
    and other leading CRM packages
  • Teleopti Workforce Management
  • Ariandi Payment Processing
  • Ciptex Knowledgebase
  • Ciptex Bridge Connectivity

Dedicated, On-Premise and Tailored Solutions are also available from Ciptex.
Please Contact Us

Solutions

Best-of-Breed Communications Solutions Powered by Ciptex Iris

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Deliver Seamless Experiences and Drive Growth with satisfying Contact Centre Solutions. Happier Customers, Agents and Executives
Avaya Cloud IP Office
Expand Customer Engagement with full Unified Collaboration Solutions. Non-stop productivity, with Office 365 integration
Apollo Cloud Telephony
Hosted Telephony, dedicated Enterprise solution or Reseller, the Apollo ecosystem is simple, feature-rich 
and flexible
Bridge Connectivity
Power today's business critical Applications and reach Global Audiences with Bridge. 24/7 Monitoring, Uptime and Quality-of-Service guarantees
Helios LAN
Optimise IT Assets and Resources with Helios LAN Managed Services. End-to-end compliance, reporting and assurance to deliver continuity for IT Teams and Stakeholders
Teleopti Workforce Management
Maximise Productivity, Increase Customer Satisfaction and boost profitability by optimising staff resources at your Contact Centre, Back Office, Department or Business

solutions & services

Industry Leading Communications Technology. Available as Stand-Alone Services, or Seamlessly Integrated.