WebChat for WebAgent
Anywhere365 makes it possible to chat with Anywhere365 WebAgent users, when the customer uses the WebChat client.
WebChat Feature Table
Besides the feature to add the Chat modality, Anywhere365 also provides the feature to log the chat sessions for future references.
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.
The integration between Anywhere365 and <![CDATA[ ]]>
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