Vocalcom’s Hermes.Net to Improve Contact Center Operational Efficiency

IQOL is a fast growing organization within the Call Center Industry, providing high quality customer contact center services. Based in Bahrain, company is dedicated to partnering with clients to make outstanding service a priority.

Customer Challenge

Being new to the out-sourced call center industry, IQOL was in search of a multichannel contact center for inbound and outbound calls across GCC Market. With a professional team of strong outbound Call Center management background, IQOL wanted to have a Multi- channel, Multimedia contact center that can handle Voice, Email, Fax, Web-chat, SMS & Video communication from their customers.
The major challenge was to get a fully integrated Web-based Contact Center product, that can provide, Telephony (IP & Traditional), IVR, Speech Technology, Powerful ACD, Customized Screen POP-UP, In-built Call Recording, Various
customized search options, Customized minute-wise reporting, along with additional add-on features like: Email, Fax, SMS, Video over 3G, etc…

Solution

Converged Communications (CCMENA) has been requested by Intercol, Bahrain to implement the Contact Centre solution for their customer, IQOL in Bahrain.
For its ease of use, ease of implementation and to address the required customization, CCMENA has selected features-rich Vocalcom’s Hermes.Net technology to improve IQOL’s operational efficiency.
Vocalcom, France is one of the leading Contact Centre Technology providers with a global presence in more then 35 countries and occupies a leadership position in today’s Multimedia contact center marketplace. 

Vocalcom Hermes.Net is multi channel, multi tenant and multimedia contact center solution with the following inbuilt features: IP Telephony, Traditional Telephony, IVR, ACD, Customized Screen POP-UP, In-built Call Recording, Call
Monitoring with whispering, Customized and Minute wise detailed reporting, Dialer, Fax, Email, SMS & Video messaging, etc.
Solution was deployed on top of Hermes.Net using Dialogic HMP Software and Dialogic Media Gateway (DMG) for TDM-to-IP conversion. It’s totally VoIP based architecture with IP Telephony for Call Center, IVR, Customized ACD, Customized
Screen POP-UP, Call and Quality Monitoring, Call Recording, Internal Chat, Powerful Dialer and Customized Reporting.
“Hermes.Net “All In the Box” Contact Centre is a web-based application, making it the ideal solution for customers looking for a “thin client” Contact Center software for their in-house, remote or home agents.” said Eric Moneyang, Technical Manager of Converged Communications MENA.
“Vocalcom Hermes.Net Contact Centre is a feature-rich contact center solution that manages and routes all the Customer Communication channels (Voice, Email, Fax, SMS, Web-Chat, and Video) and dramatically increases Agents’ productivity as they have “single interface” to manage all the communication channels” adds Sastry Oleti, Sales Manager of CT Solutions, Converged Communications MENA. 

”Using innovating Vocalcom’s Hermes.Net Contact Centre solution, we ensure that IQOL will be able to provide Professional, High-quality customer response” completed Ashraf Elyan, Managing Director, Converged Communications MENA.

Customer Quote

“System availability and scalability are the keys to better serve customers with a consistent, high-quality experience. CCMENA delivered a highly integrated solution based on our requirements. It has addressed the problem to meet our expectations!”

Biju Babu, Operations Manager of IQOL

Results

Since the contact center solution has been installed, the IQOL team has reported increased productivity and business savings.
“Newly deployed Contact Centre software rich in functionalities and customizable for each agent” said Biju Babu, Operational Manager of IQOL. “Our telemarketers attained a new confidence, and this has allowed them to improve their sales tactics, which increases the chances for a successful sale” added Mr. Biju Hermes.Net software allows to manage human resources in an extreme precise way.
When demand picks up for more agents, the system will be able to support an additional 500 seats by purchasing additional contact centre software licenses.
“We yet to discover additional functionalities of the system” noticed Mr. Rashmi Rajan, IT Analyst of IQOL. “In the meantime we are using only a small part of the features available. As the needs rises we expect to take advantage of such additional features as SMS, Fax, Email and Video”

About IQOL, Contact Centre

Based in Bahrain, IQOL is an expanding provider of high quality customer contact services. Company provides innovative, pro-active response services that promote customer satisfaction and increase customer retention for clients, using the latest technology and services for Customer Relationship Management. IQOL view its clients as business partners, with the mutual goal of excellent customer relationship management to enhance bottom line profitability and longterm
business success.
Fully integrated and automated Contact Centres are supported with web-enabled workstations, web-based Customer Relationship Management (CRM), E-mail Management, Automated Call Distribution and Inter-active Voice Response (IVR). Services are provided using the combined expertise of experienced management team.

Visit www.iqolonline.com or call +973-1731-3277 for more information