Dialogue Studio - An Overview
Anywhere365 Dialogue Studio is a low-code platform for designing and programming dialogue flows. The Dialogue Studio plugin for the Unified Contact Center (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.) platform enables flexible data driven routing of incoming dialogue flows.
With Dialogue Studio you can drag and drop small building blocks (nodes) that will connect incoming calls, fetch relevant data from CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. or database for routing and interaction, and hunt the right agents to answer the call. The underlying coding will connect your flow with the UCC application service. Your advantage is that you can adjust the flows for each UCC with a mouse-click on the Deploy button.
Below is an example of a simple Interactive Voice Response 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. (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.) dialogue where the incoming calls (or chat messages) are being connected to the Sales or Support department, depending on the customer’s choice in the IVR:
Maximize your IVR flexibility
The biggest advantage of Dialogue Studio is that you can use the flow the minute after you have clicked Deploy. It will replace the default IVR that was provided with the configuration of the UCC using the Ucc.Creator SharePoint template. It was built to be able to extend your IVR with more options, languages, CRM and data access simply by connecting nodes on a canvas, rather than enter several configurations manually via SharePoint (which sometimes requires more UCC's to achieve the same result).
With Dialogue Studio we provide the tool to maximize your IVR flexibility and to unlock the full potential of the Anywhere365 platform, which enables data driven routing, customer interaction, language services, an even the possibility to integrate a self-service chat bot among plenty of other features. Browse the how-to guides under Dialogue Studio Scenarios to find out more about some basic and advanced flow configurations.
Try out Dialogue Studio sample flows
There are some example flows available, that can be imported within the application itself. You can also choose to try out some smaller building blocks, to get an idea about how Dialogue Studio works. Simply download some ready-to-use sample flows directly from the GitHub repository.