WhatsApp Dialogue Provider - Overview

Besides the feature to add the Chat modality, Anywhere365 also provides the feature to log the chat sessions for future references.

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Anywhere365 is developed with information sharing in mind. Therefore, it is possible to create an interface between 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. 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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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

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

The Anywhere365 Inflight Wallboard visualizes the status of a UCC. 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

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

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.