Dialogue Cloud

On Premises

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Questionnaire

With Anywhere365 Questionnaires it is possible to rate quality during or after the call is finished. In addition you can also use the Questionnaire for call scripting during a conversation. Anywhere365 uses SharePoint Surveys to let the user complete a predefined set of questions regarding the Calls. This information can then be saved to an SQL Database, where reports can be run. Combining this with the existing Anywhere365 Call and Dialogue Intelligence gives Management insight in the Call information, User feedback(Quality Monitoring) and Supervisor feedback (Questionnaires).

Note: A Corporate license or higher is required.

 

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

To improve the quality of the contact center, it is possible to add Quality Monitoring to the Call flow. This way customers can give feedback on the received service.

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Characteristics

Anywhere365 uses SharePoint, as it's configuration panel in order to manage one or more UCCs. In this way it's possible to make changes to your 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. at any time, without the need for technological skills, and because it is real-time there is no downtime while improving your UCC. You can add call agents, change the status of the UCC, and optimize 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 its texts while staying available for customers. Furthermore, both SharePoint Server as well as SharePoint Online (from Microsoft 365) can be used in combination with Anywhere365.