Dialogue Cloud

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Campaign Dialer

The Campaign Dialer is a dialer which uses a list of invite records to be called. Each invite has a required skill. The dialer first searches for an available agent and creates a session in which the agent is hunted. After this step, the customer is called to join the session.

Note: Previously known as the Outbound Dialer
Note: An Enterprise license or higher is required to access these features.

Scenario Call Back

A popular feature of the campaign dialer is the Call Back feature. This feature enables customer to leave their phone number and be called back as soon as a callback The CallBack feature enables the customer to leave his / her number to be called back by an available agent during business hours. agent becomes available. Call back requests can be left , for example, when the contact center is closed, full, no agents are available or when the customer has exceeded a predefined queue time.

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Features Values

Note: Some features are only available with specific licenses. These are indicated by the following icons. If no icon is shown, the feature applies to all mentioned licenses below. (Not applicable for legacy licenses "basic queue" or "reception ucc")

Workgroup

Small Business

Corporate

Enterprise

Enterprise Plus

 

Dialogue Intelligence

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.

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The Anywhere365 Inflight Wallboard visualizes the status of a 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). A 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.. It lists the incoming calls, along with the choices that are made within the IVR Interactive Voice Response, or 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 the wait time of the caller. Furthermore it shows which agents are connected to the UCC as well as their Presence state. Learn More

In Anywhere365 it 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.

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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.

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Agent Management

The architecture of Anywhere365 is based on a distributed environment. Most contact center agents will be set up from the UCC within your organization. When using Anywhere365 in combination with Federation When using Anywhere365 in combination with Federation you can add agents working with a Skype for Business or Teams account to your UCC. you can easily add agents working with a SFB or Microsoft Teams account by adding the SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. address to the list of existing agents in your UCC Settings. This allows you to add anyone with an Office365 account to your UCC, for example your ICT partner as a second line help desk.

Note: An additional Sipdomain license must be purchased.

Anywhere365 distinguishes two different contact center agents: (1) Formal Agents A Formal Agent is able to sign in and sign out of the UCC. This can be achieved when the Agent sends a start or stop command to the Skype for Business client of the UCC. and (2) Informal Agents When you create an 'Informal Agent' in the agent list, then this agent will be part of the agent circle as soon as he signs in to his Skype for Business or Teams client. In contrast, by marking the checkbox 'Formal' upon creating a new agent, the agent first has to actively sign in to the UCC to be available for call distribution.. An informal agent is connected to the UCC once he/she is signed 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 Skype for Business client or using the friendly user interface of the Inflight Snapper and help the busiest UCC. Single-sign-on makes it possible to sign in to all the UCCs a formal agent works for.

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Dialogue Management

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.

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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. Learn More

Characteristics

Anywhere365 doesn’t work exclusively with Skype for Business clients, it also works with Skype. This way you can integrate your Skype users into your contact center

Anywhere365 supports the integration of Office365 accounts to be added to the available list of Agents in your UCC.

Content Management

With classification you can tag the call during the session, so the manager is able to get more information about each category of call classifications.

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Extensions

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 Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. 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.

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Agent Functionality

Anywhere365 supports both mobile phones (PSTN Agents - Enterprise). With this feature you can fully integrate mobile users into your contact center.

Dialogue Provider

The integration between Anywhere365 and Skype for Business makes the presence status of call agents available for your UCC. With this feature you can optimize queues by forwarding calls only to those agents that are available. This results in shorter wait times for customers. Learn More