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Autonomous Dialer - Overview

Anywhere365 can be programmed to automatically call telephone numbers or 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. addresses.

This introduces a whole new range of possibilities such as automatically calling recent customers to evaluate their experience/satisfaction.

For the Autonomous Dialer feature, a the list will be introduced named “Autonomous Dialer”. Similar to the Campaign Dialer, with the extra option to add a Pre-Welcome Messages. Giving the option to add a personal note to this customer. While still have the advanced schedule controls:

  • Day of the week
  • Date range
  • Time range

The results of the Autonomous Dialer are both stored in the Autonomous Dialer list and the SQL Database. Combining this with the new 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. Report and the above scenario, will give you a detailed Survey possibility based on the customer reaction

Note: An Enterprise license or higher is required to access these features.

Typical Use Case

After the call is answered by the customer, Anywhere365 will play a message to the customer, after which the customer can choose option 1 (satisfied), option 2 (not satisfied) or disconnect the call.

If the customer is satisfied (pressed 1) the customer will be thanked for his/her feedback and the call will be disconnected. If the customer is not satisfied (pressed 2), a message will be played to the customer and an action can be defined (e.g. schedule call back request) after which the call gets disconnected. In both cases the feedback (was the customer satisfied or not) will be stored in Anywhere365. Finally, if the customer disconnects the call, this feedback will also be stored and no additional action will take place.

In case the customer has not made a choice within X seconds, the call might be answered by the voicemail of the customer and an additional message will be played to the customer.

If the customer (or the customer’s voicemail) does not answer the autonomous call, but instead the call gets disconnected, Anywhere365 will try to call the customer again, for a maximum of Y retries.

Feature List

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

With Anywhere365 it is possible to record end-to-end conversations (Customer to Contact Center) and store them as audio documents on a variety of environments such as: SharePoint, Azure, Local Disk, NAS/SAN, FileShare of Office365.

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The Anywhere365 Inflight Wallboard visualizes the status of 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.. It lists the incoming calls, along with the choices that are made within the IVR 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

In Anywhere365 it is the possibility to aggregate the Recordings. This creates a sub folder for each Agent Recordings. By giving the Agent access to their sub folder, they can listen and learn from their own conversation. The Supervisor can have access to all sub folders and can easily find back the right recording.

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Ideal for training purposes or incident and crisis management situations where the sequence of events can be re-played. Based on the incoming call or hunted agent, it might be helpful to record the full engagement between the agent and the caller, including the exact sequence of events; the full screen of the caller is recorded for the duration of the call and stored in SharePoint for easy access. This is ideal for training purposes or incident and crisis management situations where the sequence of events can be re-played.

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Agent Management

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 using the friendly user interface of the Inflight Snapper and help the busiest UCC. Single-sign-on makes it possible to sign in to all the UCCs a formal agent works for.

Dialogue Cloud: Learn More

Dialogue Management

The routing of the UCC can be based on the presence of the Agents. By adding an Availability Skill the customer can be rerouted to a new location if no agents are available.

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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

Characteristics

Anywhere365 supports the integration of Office365 accounts to be added to the available list of Agents in your UCC.

Content Management

With classification you can tag the call during the session, so the manager is able to get more information about each category of call classifications.

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Extensions

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

Anywhere365 supports both mobile phones (PSTN Agents - Enterprise). With this feature you can fully integrate mobile users into your contact center.

Dialogue Provider

The integration between Anywhere365 and Microsoft Teams 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