Email Dialogue Provider
Many companies use central mailboxes, (digital) forms, mail rooms and in some cases even fax machines, which allows customers to start a dialogue that is handled by one or more employees. The handling of these dialogues is time consuming and tedious issues remain longer unattended / more open than other posts (cherry picking). For these reasons Anywhere365 has developed the text handler. With this addition to Anywhere365 all kinds of message flows can be handled efficiently in real-time, in a similar way as phone calls, chats and other ways of communication flows through WebAgent .
With the text handler each incoming message is merged together with any attachments, which is then stored in an inbox. Based on metadata such as sender, subject or content of the message the skills can be determined that are needed to handle the message.
Once it is known what skills are required, Anywhere365 will select an available agent based on a selection process to identify themselves (e.g. rating, longest idle, serial or other) and the selected employee will receive an invitation. Once the employee sees the invitation, the details of the message are displayed within its WebAgent client. Then one can open the email, reply to sender, handle the message, or forward to another expert group directly from the client.
Of course, all information about the dialogue is recorded and made visible through the business intelligence information in Anywhere365. In addition, a seamless integration with CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. is possible. As a result, contact moments, communication channels and messages are recorded and there is the possibility to open the customer file as soon as the dialogue is accepted by an employee.
The architecture of Anywhere365 is based on a distributed environment. Most contact center agents will be set up from 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). 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. 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.
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
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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
Anywhere365 makes it possible to wrap up a call before the next call is offered to a call agent by setting the discharge duration. The discharge duration is the time needed after a call to finalize the administration. During this time call agents will not be hunted for new calls, though it's presence status will be available.
Anywhere365 supports the integration of Office365 accounts to be added to the available list of Agents in your UCC.