GoLive! Online Manual 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.)
Workgroup
Small Business
Corporate
Enterprise
Enterprise Plus
Automatical Call Distributor
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.
CallBack
With CallBackWith CallBack the customer can leave his / her number to be called back by an available agent during business hours. the customer can leave his / her number to be called back by an available agent during business hours.
Call Me
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 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. 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.
Chat
Start a chat with a person from a group of (federatedFederation 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.) Microsoft Teams 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. users. Chat functionality is one of the most widely used features of standard Microsoft Teams 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) Microsoft Teams 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.
Device Capability Based Routing
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 Based Routing
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.
Presence Based Routing
Because Anywhere365 is combined with Microsoft Teams 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.
Queued CallBack
With QueuedCallbackWith QueuedCallBack the customer can leave his / her number while waiting in the queue and be called back when it is the customers turn by an available agent. 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.
Skill Based Routing
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.
Machine Learning Based Routing
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
- Classification
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.
WebVoice
Start a call from a website. Call functionality is a widely used features of standard 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.
WebChat
Start a chat from a website. Chat functionality is one of the most widely used features of standard Microsoft Teams and Skype for Business. Anywhere365 can offer this feature to customers who don't have Microsoft Teams 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.
Web FileShare
Let the customer directly share files with agents during a web-session.
Web PhotoShare
Let the customer directly share photos with agents during a web-session.
WebVideo
Start a videochat from a website. Chat functionality is one of the most widely used features of standard 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. 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.