Note: Some features require are only available with the corresponding license, this is indicated by one of the following icons. If no icon is shown, the feature applies to all mentioned licenses below. (Not applicable for basic queue or reception uccUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers.)
Anywhere365 is entirely based on LyncMicrosoft Lync (formerly Microsoft Office Communicator) is an instant messaging program designed for business use and is the successor of Windows Messenger. In order to use Lync, a Microsoft Lync Server is required. Server 2010, Lync Server 2013 and Skype for BusinessSkype for Business (formerly Microsoft Office Communicator and Microsoft Lync) is an instant-messaging client used by Anywhere365. In order to use SFB, a Microsoft Skype for Business Server is required. Skype for Business is enterprise software; compared to Skype, it has different features that target businesses. Server. Once an Agent logs in, he/she is available to receive calls, regardless of its workplace or device.
When using the interceptorThe Interceptor is a service installed on the Lync / Skype for Business Front End(s). It monitors all the calls going over it. When a call going to or coming from an Agent it will come in to action. By intercepting that call and redirecting it you the Anywhere365, it lets you manage the Direct Inbound and Outbound dialogues of the Agents., the Caller ID presented for calling out can be configured with the following options.
- The Caller ID of an Unified Contact Center SIPThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. URI, selected by the Agent
- The Caller ID presented is taken from the Agent SIP URI.
- An alternative Caller ID selected by the Supervisor. This alternative ID can be specified per Agent.
Anywhere365 makes it possible to wrap up a call before the next call is offered to a call agent by setting the discharge duration. The discharge duration is the time after a call to finalize the administration. During this time call agents will not be hunted for new calls, though its presence status will be available.
Anywhere365 supports both mobile phones as well as smart phones with Skype for Business Mobile and PSTN Agents (Enterprise). With this feature you can fully integrate mobile users into your contact center.
Anywhere365 offers an innovative addition to the standard function of taking a call from a colleague; this is only possible if you have the same necessary skills as your colleague. In this way an Agent is able to serve only customers that he actually can help.
Helping new Agents learn the tricks by using the Trainer Trainee feature. Trainers can invite their Trainees to interesting conversations.
The architecture of Anywhere365 is based on a distributed environment. Agents of the UCC can be from within your organization/Lync environment. But Anywhere365 in combination with FederationFederation makes it possible to communicate with customers, suppliers, partners and others, via Lync Server 2010 and Lync Server 2013, which are not in the same Lync environment. makes it possible to add Agents that are not within your organization Lync and Skype for Business environment easily by adding the SIP address to the list of Agents. This allows you to add anyone with an Office365 account to your UCC, for example your ICT partner as a second line help desk.
Tip Additional Sipdomain license need to be purchased
Anywhere365 distinct two different call agents: (1) Formal AgentsA Formal Agent is able to sign in and sign out of an UCC. This can be achieved when the Agent sends a start or stop command to the Lync or Skype for Business client of the UCC. and (2) Informal AgentsWhen a person is set as Informal Agent it is always an Agent in the Agent circle.. An informal agent is connected to the UCC once he is logged in, while a formal agent needs to sign in for an UCC in order to collaborate. The use of formal agents makes it easy to switch between different UCCs by sending commands to the Lync or Skype for Business client and help the busiest UCC. Single-sign-on makes it possible to sign in to all the UCCs a formal agent works for.
Within Anywhere365 it is possible to create groups that consist of multiple Agents with a similar Skill. Based on the presence status of the individual, a group presence status is created. Furthermore Anywhere365 has the unique ability to give the group a name and add a photo that appears in the Lync and Skype for Business client.
PSTN Agents are a new feature in 6.3 that allow you to use a lineuri (e.g., tel:+31612345678) instead of a sipuri for agents (e.g., sip:email@example.com).
With Reason Codes Supervisors have more insight on their Agents presence than with the default Lync and Skype for Business presence. By using Reason Codes Agents can define their Busy and Away status. This information will be shown in the Anywhere365 Inflight Snapper and in the Anywhere365 Reports.
With the Remote Presence Change feature, a supervisor in a UCC is capable to change the presence state (available, busy, away) of an Agent in the UCC. Since an Agent can be in more than one UCC and his/her presence is universally applied, the altered presence status affects all other UCCs that this agent might be subscribed to.
Supervisors of a UCC have the opportunity to generate a list of current calls and monitor them, intervene, whisper to an agent, talk as a conference, take over the call and give back the call to an agent. With reporting from a compliance point of view, all supervisor actions can be made visible in the dialogue timeline.
With classification you can organize the call during the session, so the manager is able to get more information about the type of calls.
To add extra security to a private UCC, it is possible to enter a pin code before connecting. By adding the setting "PinCode" to the Settings list, the caller will be asked to enter the set of numbers before continuing after the Welcome Message. [For example 1234] Anywhere365 will ask the caller for a pin code, and only if the pin code is entered correctly, the Interactive Voice Response will go further.
Anywhere365 uses SharePoint 2013, SharePoint 2016 or SharePoint Online as its configuration panel in order to manage one or more UCCs. In this way it's possible to make changes to your UCC at any time, without the need for technological skills. And because it is real-time there is no downtime while improving your UCC. You can add call agents, change the status of the UCC, and optimize the IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. and its texts while staying available for customers. Furthermore, both SharePoint on premise as well as SharePoint as a service (e.g. Office365), can be used in combination with Anywhere365.
Within the new UCC settings it is possible to set the Time Zone of a specific UCC. So that on one platform with different UCC, running in different areas in the world, but with one server clock time, the UCC is able to correct its own time. A very useful feature for situations like Business Hours, Holidays and Reporting.
Provide better and effective customer support by getting a real-time look on your customer’s screen. Support agents can work together with customers to fill in forms, change account settings or purchase items online.
Extra license third party needed.
When deploying an international contact center, language can always be a bit tricky. By integrating Real-time Translation of the audio even speaking a different language will no longer be an issue.
Besides the feature to add the Chat modality, Anywhere365 also provides the feature to log the chat sessions for future references.
Break the language barrier by expanding the current chat experience (Chat, WebChat, GridChat, botframework or any other chat based dialogue) with real-time translation. Define the default language of the Agent and the customer and let Azure services do the translation. Languages can be switched during the dialogue just by switching to a new language.
With Anywhere365 it is possible to record direct incoming end-to-end conversations (Customer to Agent) and store them as audio documents on a variety of environments such as: SharePoint, Azure, Local Disk, NAS/SAN, FileShare of Office365.
With Anywhere365 it is possible to record end-to-end conversations (Customer to Contact Center) and store them as audio documents on a variety of environments such as: SharePoint, Azure, Local Disk, NAS/SAN, FileShare of Office365.
With Anywhere365 it is possible to record end-to-end outbound conversations (Agent to Customer) and store them as audio documents on a variety of environments such as: SharePoint, Azure, Local Disk, NAS/SAN, FileShare of Office365.
To improve the quality of the contact center, it is possible to add Quality Monitoring to the Call flow. This way customers can give feedback on the received service.
The Anywhere365 Wallboard visualizes the status of an UCC. It lists the incoming calls, along with the choices that are made within the IVR and the wait time of the caller. Furthermore it's shows which agents are connected to the UCC together with their presence status.
Improved in the 3.0 release of Anywhere365 is the possibility to aggregate the Recordings. This creates a sub folder for each Agent Recordings. By giving the Agent access to their sub folder, they can listen and learn from their own conversation. The Supervisor can have access to all sub folders and can easily find back the right recording.
Ideal for training purposes or incident and crisis management situations where the sequence of events can be re-played. Based on the incoming call or hunted agent, it might be helpful to record the full engagement between the agent and the caller, including the exact sequence of events; the full screen of the caller is recorded for the duration of the call and stored in SharePoint for easy access. This is ideal for training purposes or incident and crisis management situations where the sequence of events can be re-played.
With Anywhere365 Questionnaires it is possible to rate quality after the call is finished. Anywhere365 uses SharePoint Surveys to let the user complete a predefined set of questions regarding the dialogues.
The Anywhere365 Inflight Snapper let the users choose whether they want to automatically pick-up a call or not.
ErlangErlang is a (dimensionless) unit that is used in telephony as a measure of offered load or carried load on service-providing elements such as telephone circuits or telephone switching equipment. is a dimensionless unit that is used in classic telephone systems as a measure of supply and demand on telephone circuits or telephone switching equipment. Along similar lines, Anywhere365 uses data mining techniques based on historical dialogue data to forecast expected call center loads.
The routing of the UCC can be based on the presence of the Agents. By adding an Availability Skill the customer can be rerouted to a new location if no agents are available.
Business hours are the configurable times, which set the availability of the UCC. With the Anywhere365 platform, it is possible to set the Business hours of each separate UCC. Outside business hours an alternative message (Message Closed) will be played and customers can be given the opportunity to leave a voicemail. One day can have multiple Business Hours, for example the morning from 08:00 to 12:00 and the afternoon from 13:00 to 17:00. If the UCC is closed one day, the business hours can be edited, but it is easier to use Holidays instead.
By adding a bot to the dialogue, you can decrease the number of unnecessary dialogue. By letting the bot answer the simple answers and letting the advanced questions move to your agents.
Reroute calls that were directly sent to an Agent (a director for example) to influence who and who cannot call someone direct.
Anywhere365 can filter out explicit or offensive content directly before it is shared with the agent.
With the Skill Countdown feature value of Anywhere365 it is possible to lower the skill value of the Agents, which are present in a period time in seconds measured. In that time period the skill value will go from 100% to 1% in steps of the average time period. After the countdown the call can be automatically transferred to another skill the same skill or voicemail.
By combining Anywhere365 with SharePoint Work Flows, the information from the CDR can be used to recognize patterns and reroute based on these patterns.
A holiday is a selected datetime range when the UCC is closed. In this case, the Business hours will be overruled. With the Anywhere365 platform, it is possible to configure Holidays for each individual UCC. During a Holiday the UCC will play the message closed or an alternative message (Holiday Qyestion) and the customer has to option to go to an action (CallBackWith CallBack the customer can leave his / her number to be called back by an available agent during business hours., Voicemail or Forward).
Interactive Dialogue Response (IDRInteractive Dialogue Response (IDR) is an application to take orders via keypad or button through a computer. By choosing menu options the contact receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent.) allows customers to interact with a host system via WebChat, after which they can service their own inquiries or will be redirected to an Agent by following the IDR dialogue. All texts within the IDR will be loaded dynamically based on the browser language of the customer. Scripts build according to conversational design principles can be easily created.
Interactive Voice Response (IVR) allows customers to interact with a host system, after which they can service their own inquiries or will be redirected to a call agent by following the IVR dialogue. Traditionally input is required via the telephone keypad, modern Voice User Interfaces rely on speech recognition, both of which are supported. All texts within the IVR will be loaded dynamically and can be managed real-time by means of text-to-speech and/or audio files. Scripts build according to conversational design principles can be easily created.
Adding a jukebox to the queue or hold to make the wait for the customers as pleasant as possible. With jukebox you can add your own announcements and music.
The Prompt functionality can be used to trigger specific behavior. If specific information has to be looked up in a database (e.g., customer account number, incident number, etc.) before transferring a dialogue towards a group, skill or specific Agent, the Prompt functionality can be used to trigger specific behavior based on the given information.
Instead of using the DTMF tones the contact can also use key-phrase speech to make a selection in the IVR.
Available even when the person is busy or offline. For reasons a person within a Contact Center of UCC can be available, even when the person is busy or offline. Think about a Role ModelRole models are example configurations of a UCC that performs a specific function. for medical support, with every person with a First Aid (EHBO) certificate into a UCC. When a call comes in out of context of First Aid, the person in a call, will be hunted and get the Lync or Skype for Business toastA toast is a skype instant message notification. invite. Since we support Contextual Display in a toast, the person gets the invite with the Emergency picture and can act directly. Every UCC do supports its own Lowest Presence Hunt value.
With NFC Routing, you can start a dialogue based on NFC. For example, e-tailers and services. Upgrade your Business Card to a Business Communication Card? At WORKSTREAMPEOPLE, our business cards have an embedded NFC chip that allows you to reach any representative by simply tapping your NFC mobile to the card. Based on Skype, Anywhere365 shows you if your representative is busy (red) or available (green), but also allows his/her assistant or even a complete team to take over the presence if required.
With QR Routing, you can start a dialogue based on QR. For example, e-tailers and services. Upgrade your Business Card to a Business Communication Card? At WORKSTREAMPEOPLE, our business cards have an embedded QR code that allows you to reach any representative by simply scanning QR code. Based on Skype, Anywhere365 shows you if your representative is busy (red) or available (green), but also allows his/her assistant or even a complete team to take over the presence if required.
Anywhere365 offers different escape actions while the contact is waiting in the queue. For example the contact can switch queue or leave a voicemail.
With the Attendant of Anywhere365 it is easy to manage the queue and determine the positions of callers within the queue. Callers waiting in the queue are updated frequently about their position and might be informed with other relevant information. The maximum length of the queue is configurable and once the limit is reached customers are offered to leave a voice mail or disconnect the call. All notifications can be managed by means of text-to-speech or audio files.
With Queue Sized Based Routing you can redirect the caller if the queue size exceed a specific volume.
Anywhere365 supports a Routing table in the SharePoint settings. With this table it is possible to regulate, based on a regular expression the number(s) to a specific skill. With this feature you are able to route specific numbers or number plans to specific skills. This feature can be used together with a SharePoint workflow, or an Anywhere365 Timer Job, to schedule a specific situation when specific routing can work. Example: If you expect a customer to call, you would like to route that customer only, based on LineURI of SIP address to a VIP skill. Routing can be managed in the Routing library.
In each line in the Routing a Match criteria can be set, following the order the Match lines will be used. When there is a match, the address will be forwarded to either the Skill or the Parent Question. When forwarded to a Skill the caller will directly enter the queue. When forward is to a Parent Question, the customer will enter the IVR at that point. Since the Skill can be a forward skill too, Anywhere365 is able to redirect a call from a specific number directly to another outbound number like mobile, SIP or PSTN.
A Side instep to main IVR makes it possible to use an additional phone number for the same callflow.
A Side instep to IVR makes it possible to skip IVR-steps and fulfill customer needs even faster.
A Side instep to Queue makes it possible to skip IVR-steps and fulfill customer needs even faster. Besides that it is possible to define contacts that will skip the entire IVR (and its associated queue) and will be redirected to the first available call agent.
Adding a default music on hold to the queue or hold to make the wait for the customers as pleasant as possible.
The UCC can behave differently depending on the time of a day.
The UCC can behave differently depending on the time of day. A simple example is that the IVR will greet a caller with “Good morning”, “Good afternoon” and “Good evening” at appropriate times. More advanced time-related changes are thus also supported via the SharePoint templateSettings and Content Management for Anywhere365, based on SharePoint server or SharePoint Office 365 of the UCC.
In case the UCC is closed or the queue is too long to serve new customers, it is possible for them to leave a voice mail and send these voice mails to SharePoint automatically. This makes it possible to playback voice mails and serve customers in a later stage.
There are different strategies to connect a caller to a call agent automatically (so called automatic call distributor (ACDACD stands for Automatic Call Distributor (also known as automated call distribution system) and is a device or system that redirects incoming calls to Agents.) strategies). With Anywhere365 it is possible to choose your own ACD strategy.
(1) Longest Idle - Agent that is idle for the longest period.
(2) Longest Available - Agent that is available for the longest period.
(3) Round Robin - Agent that accepted the least calls.
(4) Serial - Agent based on an ordered list.
(5) Least Calls - Agent that has handled the least calls today.
(6) Least Occupied - Agent that has the lowest handle time.
(6) Parallel - All Agents
(7) Last Agent - Last Agent that had a call with the customer.
(8) Forward to Mobile - Redirect the conversation using the Routing Settings
(9) Countdown - Expand the group based on Skill score and time
(10) Availability - Route the conversation based on Agent availability.
With CallBack the customer can leave his / her number to be called back by an available agent during business hours.
You can now add a button to your website. When somebody clicks that button, they can give in their number or Skype address. The UCC will then directly and automatically call the website visitor on the number (or SIP address) of the device he appointed and at the same time hunt for an agent with the proper skill and dials the caller to connect the two parties. All other functionality, such as reporting and call recording are still available.
Start a chat with a person from a group of (federated) Lync and Skype for Business users. Chat functionality is one of the most widely used features of standard Lync and Skype for Business. However, in order to establish the connection, the two persons need to be linked. Anywhere365 makes is possible to chat with a group of (federated) Lync and Skype for Business users, by initiating a chat with a group instead of a person. The presence status of the group is determined by the individual members. Once a group chat is started, Anywhere365 hunts an available group member and offers the chat to that person.
Anywhere365 is aware of the client capabilities of an Agent and will behave differently based on the provided functionality. Not all devices or applications are able to interact via voice, video, chat, email, etc. As an example, an Agent using a Skype for Business client on a mobile device will have a different set of capabilities compared to an Agent logged in from a desktop computer with the Skype for Business client. Anywhere365 will automatically recognize the agent’s hardware skill set. Skype for Business enabled iPads, Surface Tablets, Android Devices, iPhones or Windows 8 Phones are all supported and part of the capability routing features of Anywhere365.
Image recognition is one of the MS Azure strong points we have incorporated into Anywhere365 for routing purposes.
Each image is analyzed and tags are added, based on the highest confidence score the chat is routed to the corresponding skill and Agent. This feature can be expanded with an adult (18+) content check.
Because Anywhere365 is combined with the Lync and Skype for Business presence status of call agents is available. This makes it possible to optimize queues by forwarding calls only to those agents that are available. This results in shorter wait times for customers.
With QueuedCallback the customer can leave their number and disconnect the call, but remain in queue. As soon as it is their turn in queue, an Agent with the appropriate Skill will be hunted. Once the Agent answered he will hear a dial tone and the UCC calls the Customer.
One of the major advantages of Anywhere365 is Skill Based Hunting. This makes it possible to select call agents based on their skills. This means that customers will be connected to only those call agents that are actually able to help them. This way of hunting is used for Voice, Chat and WebChat.
When offering a webchat dialogue to your customers, you want your customer to get to the right person as fast as possible. An organization contains employees with a variety of skillsets and routing the customer appropriately can be done by a human distribution (first analyzing the question and then forwarding to the specialist) or let the customer make a selection from a menu to get to the right person. In both cases this can lead to unnecessary dialogue or making it complex and customer unfriendly.
Specific information about the webchat dialogue is already being collected.
- Chat Transcript
- Initial Agent
- Skill Chosen
If you combine this with Machine Learning, you can predict with a certain amount of probability what the correct Skill or the preferred agent should be. You can then route the conversation to the right destination based on the customer’s input. Eliminating the need for an unnecessary menu or a whole team of operators just routing the customers. Reducing unnecessary dialogues and frees up resources.
Start a call from a website. Call functionality is a widely used features of standard Lync and Skype for Business. Anywhere365 can offer this feature to customers directly from a website. The presence status of the group is determined by the individual members. Once a group chat is started, Anywhere365 hunts an available group member and offers the chat to that person. During the Chat the dialogue can be expanded with audio.
Start a chat from a website. Chat functionality is one of the most widely used features of standard Lync and Skype for Business. Anywhere365 can offer this feature to customers who don't have Lync and Skype for Business. The presence status of the group is determined by the individual members. Once a group chat is started, Anywhere365 hunts an available group member and offers the chat to that person.
Start a videochat from a website. Chat functionality is one of the most widely used features of standard Lync and Skype for Business. Anywhere365 can offer this feature to customers who don't have Lync and Skype for Business. The presence status of the group is determined by the individual members. Once a group chat is started, Anywhere365 hunts an available group member and offers the chat to that person. During the chat the session can be expanded with video.
The Extension Window can automatically create new lead in CRMCRM stands for Customer Relationship Management and is a method/technology for managing contacts of customers. CRM helps to offer each customer an individual value proposition based on its wishes. In addition, CRM makes it visible which customers represent higher value for the organization and therefore might be served in a different way. based on the information which is available.
Anywhere365 is developed with information sharing in mind. Therefore, it is possible to create an interface between a UCC and any other system. One of the most important interfaces is the one with CRM software. Once a call agent answers a call, and CRM is integrated with Anywhere365, an additional screen pops up and contains all available information of the caller. This might significantly improve the service provided to the caller.
When using audio recordings to enhance the quality of you call center, it can be time consuming to listen back to all those recordings. With the Speech to Text integration, the dialogue transcript can be written back automatically to your back-office system.
Anywhere365 recognizes whether the agent uses his headset and will adjust the presence accordingly.
Integrate Azure Services with Anywhere365 to enable features as Realtime Translation, Mood Recognition, Live Transcription and much more.
Anywhere365 servers can be setup with multiple services. Allowing you to interdependently run multiple UCC service instances on the same machine.
If your Microsoft Lync/SFBSkype for Business (formerly Microsoft Office Communicator and Microsoft Lync) is an instant-messaging client used by Anywhere365. In order to use SFB, a Microsoft Skype for Business Server is required. Skype for Business is enterprise software; compared to Skype, it has different features that target businesses. servers are up-to-date and a Lync/SFB Trusted Application Server is ready, with the couple of hour pre requisites to be done , the deployment only takes a few hours after which the training can start. You can start using Anywhere365 and the UCC’s the day you have bought it. Think about which Role Models you want to implement. Together with us or our partner, you can start delivering the promise to the business. Of course the time to understand all features and processes you can do with Anywhere365 will take some longer and for that you can be supported by WORKSTREAMPEOPLE Consulting Service or one of our local or worldwide Value Adding reseller partners.
To make the installation even easier, The Anywhere365 CoreThe Core is the center of Anywhere365. It manages all the Dialogues., SharePoint Template and Client Software can be installed by using an installation wizard.
Anywhere365 offers KPI's to support monitoring, for example in PerfMon, SCOM or other monitoring tools.
Anywhere365’s client software supports multiple languages.
The WebChat is fully customizable to meet your organizational identity, complete with explanation.
Anywhere365 uses SharePoint 2013 Server and Foundation, SharePoint 2016 Server and Foundation and Office 365 SharePoint, as its configuration panel in order to manage one or more UCCs. In this way it's possible to make changes to your UCC at any time, without the need for technological skills, and because it is real-time there is no downtime while improving your UCC. You can add call agents, change the status of the UCC, and optimize the IVR and its texts while staying available for customers. Furthermore, both SharePoint on premise as well as SharePoint as a service (e.g. Office365), can be used in combination with Anywhere365.
Anywhere365 doesn’t work exclusively with Lync or Skype for Business, it also works with Skype. In 2015 Skype and Lync will be merged into one platform called Skype for Business. Anywhere365 is prepared for this change and supports the platform completely.
Anywhere365 Core and Modules will run on Lync 2013 and SFB Servers.
Anywhere365 support the use of Office365 users as Agents.
The Reception Attendant is both available in combination with the Anywhere365 Application Server or as a standalone version. For our standalone users we added the integration with Office 365 Call Queues.
The Anywhere365’s clients are supported in Windows 10.
Anywhere365 will run on any Windows server 2008 R2 or higher.
You can scale up Anywhere365 by using Microsoft Azure Virtual machines and Azure Infrastructure (IaaS) services.
High scalable Dialogue Management platform, and scales from any to millions of dialogues if needed.
Anywhere365 servers can scale up (more power) and scale out (more load balanced of running servers).
Anywhere365 runs on a virtual machine and the lowest footprint is one virtual server.
Anywhere365 Product Elements make use of plugins, this allows more flexibility in the software and integration with third party tools like Dynamics, SalesForce and Active Directory.
Added more ways to interact with the configuration, by enabling the settings page on multiple devices.
Customers and Partners can develop their own plugins for Anywhere365