Getting Started Introduction
What is Anywhere365?
Anywhere365 is the name of the platform. It is a contact center solution on native Microsoft. Anywhere365 provides many features that help companies manage their communication flows within their organization, both outbound (from company to client) and inbound (from client to company).
The product uses UCC's, which stands for Unified Contact Center. In a UCC you can configure features like Audio, Chat, WebChat, Business Hours, Interactive Voice Response, Number based routing and much more.
What does Anywhere365 do?
Simply said Anywhere365 distributes the right communication to the right person, at the right time regardless of location.
The right communication depends on which direction the dialogue is going.
Inbound dialogue is when a customer contacts the UCC:
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 RoutingAgents are hunt based on its Skill score. 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.