Hydra

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What is Hydra?

"The WebRTC ACD without physical infrastructures. Accessible via any device (PC, tablet or mobile). Work from the office, home or anywhere in the world."

The WebRTC ACD without physical infrastructures.

Your contact centre does not need to be tied to expensive physical infrastructure. Hydra, our ACD solution based on WebRTC technology, provides you with a remote platform through which agents can be monitored and controlled as if being in a traditional call centre, but when in fact no physical infrastructure is needed.

Natural language recognition

The use of Natural Language Recognition allows you, as a company manager, to take full control of the content of the conversations that take place on any of your business phone numbers, made or received by an employee working in any of your domestic or international offices or a teleworker, disregarding the device used (landline, mobile or IP phone). Beyond the common fact that you can receive a transcription of every single call, you will also receive its translation. Choose between different detection patterns to analyse any conversation, regardless of the language used.

Call recording

Ensure your services quality, accuracy and proficiency. Review easily and securely your customers’ requests and resolve quickly customers’ disputes. Improve your training efficiency and detect and defeat agents’ misconduct. Coupled with our cloud multilingual Natural Language Recognition system, analyse conversations taking place in any corporate phone line.

Advanced voice control

  • Voice Biometrics system.
  • Sentiment Analysis of speakers.
  • Intelligent management of call waiting.

Call monitoring

Audit in real time your employees and your Contact Centre. Barge calls or whisper agents on how to attend to customers while they are answering or making calls. Identify agents strengths and weaknesses and check adherence to scripts provided by Contact Centre management.

IVR

Our IVR gathers the necessary information from the caller and routes the call to the most appropriate destination. Our IVR service enables you to interact with callers and accepts inputs from them via DTMF tones or our multilingual ASR (Automatic Speech Recognition).

  • DTMF
  • ASR
  • Text2Speech

Advanced management of call-waiting queues and call routing

Our call queuing system helps you enhance your service level and customer satisfaction. Audit outsourced call centres and route calls to the most efficient agents. Inefficient detected agents can be automatically unlogged.

Security, management and reporting

  • Powerful and intuitive user interface.
  • Real-time manageable: maximum queue size, maximum waiting time, time delay overflow, etc.
  • Key performance metrics.
  • Recordings are also stored on our secure encrypted data storage and can be retrieved via our web-based management interface or downloaded to your premise through FTP.
  • Post-call surveys.
  • Configure supervisor and monitoring permissions and get reports on call monitoring activity.
  • Excel and Word exports.

Hydra scored 69/100 in the Contact Center Management category. This is based on user satisfaction (100/100), press buzz (35/100), recent user trends (falling), and other relevant information on Hydra gathered from around the web.

The score for this software has improved over the past month. What is this?

  • Hydra

Hydra Product Overview

  • The WebRTC ACD without physical infrastructures


Languages: Spanish, Italian, French, Portuguese, German, English

Contact Center Management Software Buyer Guide 2019

Product recommendations, vendor rankings, market overview and tips on how to select Contact Center Management software for business. Published in August 2019.

Products in this category help a business run its contact center more smoothly, thanks to their ability to automate important tasks, such as, recording phone calls, tracking customer interactions, organizing emails, and leaving voicemails. You can use conta...

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Hydra Features

  • Analytics
  • API
  • Batch Permissions & Access
  • Calendar Management
  • Chat
  • Contact Management
  • Contact Sharing
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Email Integration
  • External Integrations
  • Google Apps Integration
  • Lead Management
  • Lead Scoring
  • Marketing Automation
  • Multi-User
  • Notifications
  • Scheduling
  • Supplier Management
  • Call Recording
  • Custom Data Forms
  • Call Tracking
  • Call Disposition
  • Softphone
  • Click-to-Dial
  • SAP Integration
  • Comparative Reporting
  • Automatic Call Distribution
  • Auto Dialer
  • Call Logging
  • Call Monitoring
  • Call Scripting
  • Escalation Management
  • Interactive Voice Response

Hydra FAQs

Does Hydra offer an API?

Yes.

Does Hydra offer guides, tutorials and or customer support?

Yes.

Does Hydra integrate with any other apps?

Yes.

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Hydra User Reviews

Average User Rating:
5.0/5 based on 1 user ratings.
Your Rating:
User profile picture

HYDRA IS AN EXCELLENT TOOL FOR ORGANIZATION


What do you like about Hydra?

I used Hydra when I was the shop foreman at AFBS in Portsmouth, VA. AFBS is a small maritime construction company that lacked organization and accountability until we implemented the use of Hydra. It was especially beneficial with shop floor and logistics management. It took the guess work out of employee scheduling, time and attendance. The support team was always on spot. If I ever had a question or ran into a glitch they were eager to help.

What do you dislike about Hydra?

There's not much to complain about. The only thing that comes to mind is that it was not so easy for some of the other upper management to grasp the technology. I should say the learning curve for older management was more significant than the younger staff that were used to computer apps and software. It also gave you access to their standard reports which were not as detailed as the ones I could make myself.

What have you been using it for and what problems did Hydra solve?

I helped bring Hydra into a company that was technologically handicapped (their words) and brought all aspects of their business to the 21st century. Once everyone was used to the software and how to use it properly, its worth was obvious,


Usefulness
5/5
Ease of use
5/5
Value for money
5/5
Customer service
5/5
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