Dialogue Manager - Overview

The Dialogue Manager handles text-based dialogues. It is the central component that communicates between the 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 the various Dialogue Providers which can receive and/or send text based messages from various Dialogue Partners.

Note: An additional Anywhere365 WebAgent for Omnichannel license is required.

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

Current Dialogue Providers: