GoLive! Online Manual
Autonomous Dialer
Note Enterprise license and higher
Introduction
Anywhere365 will automatically call telephone numbers (or SIP addresses that are populated in the system).
This introduces a whole new range of scenarios to create. Below one example of how to use the Autonomous dialer. The example below auto calls customers who have recently bought products via the web shop to see if they are satisfied.
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 IVRInteractive Voice Response (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
Scenario
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.
Features Values
Note: Some features are only available with the corresponding license, this is indicated by one of the following icons. If no icon is shown, the feature applies to all mentioned licenses below. (Not applicable for basic queue or reception ucc)
Workgroup
Small Business
Corporate
Enterprise
Enterprise Plus
Dialogue Intelligence
Inbound Call Recording
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.
Real-time Information Provider
The Anywhere365 Wallboard visualizes the status of an UCC. 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 together with their presence status.
Recording Aggregate
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.
Screen Recording
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.
Agent Management
Federation
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 FederationWhen using Anywhere365 in combination with Federation you can easily 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 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.
Tip Additional Sipdomain license need to be purchased
Formal and Informal Agents
Anywhere365 distinguishes two different contact center agents: (1) Formal AgentsA 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 AgentsWhen 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 sending commands to the Microsoft Teams or Skype for Business client or use 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.
Groups
Within Anywhere365 it is possible to create groups that consist of multiple Agents with a similar Skill. Based on the presence status of the individual, a group presence status is created. Furthermore Anywhere365 has the unique ability to give the group a name and add a photo.
Dialogue Management
Availability Check
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.
Skill Based Routing
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.
Characteristics
Skype Integration
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
Office365 Support
Anywhere365 supports the integration of Office365 accounts to be added to the available list of Agents in your UCC.
Content Management
Classifications
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.
Extensions
Standard CRM connector in Extension Window
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 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.
Agent Functionality
Integrate Mobile
Anywhere365 supports both mobile phones (PSTN Agents - Enterprise) as well as smart phones with Skype for Business Mobile. With this feature you can fully integrate mobile users into your contact center.
Dialogue Provider
Presence Based Routing
The integration between Anywhere365 and Microsoft Teams 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.