The Anywhere365 suite of products is a complete customer dialogue management application that helps you communicate with clients in ways that suits you both. Until recently, customer “Call Centres” were only expected to manage traditional phone calls. The proliferation of modes of communication made possible by computers and mobile phones provides the convenience of choice but presents a great challenge for managing client communications in an efficient way. The Anywhere365 Dialogue Management solution offers a powerful and scalable solution to your customer communications needs, regardless of how they contact you.
Routing Dialogue to the Right Person. Anytime, Anywhere
Anywhere365 Dialogue Management intelligently routes and manages inbound, outbound and internal communications. In the case of an incoming phone call, for example, Anywhere365 can request user input or automatically identify and associate a call to a client file in your Customer Relations Management (CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers.) database so that it is routed to the appropriate customer service representative. If the same client sends an SMS message later, it will also automatically be associated with their file, so it is possible to easily access and trace all informational, sales and support communications.
The right communication depends on which direction the dialogue is going.
Inbound dialogue is when a customer contacts the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). An UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.:
Outbound dialogue is when an agent contacts the customer / colleague.
Direct dialogue is when a customer / colleague contact the agent directly.
Remove unnecessary dialogues
To get the right person and reduce unnecessary dialogue we use the following features:
Presence Based Routing Because Anywhere365 is combined with the 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.
Skill Based Routing Agents are hunted based on their Skill scores. The Agent with the highest score on the required Skill will be selected first. 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. Learn More
A great deal of the management of the dialogue is happening in the background on the server. To give supervisors, agents and administrators insight into the platform, Anywhere365 offers the following Dialogue Intelligence:
- Real-time The UCC can be monitored real-time using for example the Inflight Snapper or the Inflight Wallboard:
Extend the Skype for Business client with Anywhere365 information, like Agent info, Dialogue info and Statistics.
- Historic All dialogue information will be stored in a SQL database, this enabled historic information to be visually displayed.