Email Dialogue Provider

Note Enterprise license and higher

Note This product has been superseded. For handling emails dialogues, you can use the Anywhere365 Text handler. Please contact your Anywhere365 Sales representative for an Anywhere365 WebAgent license.

Many companies use central mailboxes, (digital) forms, mail rooms and in some cases even fax machines, which allows customers to start a dialogue that is handled by one or more employees. The handling of these dialogues is time consuming and tedious issues remain longer unattended / more open than other posts (cherry picking). For these reasons WORKSTREAMPEOPLE has developed the e-mail provider dialogue. With this addition to Anywhere365 all kinds of message flows can be handled efficiently in real-time, in a similar way as phone calls, chats and other ways of communication flows through Skype for BusinessSkype for Business is an enterprise software from Microsoft and provides users with instant messaging, online meetings, availabillity information, and audio and video calling. It requires a Skype for Business Server. The Anywhere365 application server is added to the Skype for Business Typology as Trusted Application Server. .

With the e -mail dialogue provider each incoming message is merged together with any attachments, which is then stored in an inbox. Based on metadata such as sender, recipient, subject or content of the message the skills can be determined that are needed to handle the message.

Once it is known what skills are required, Anywhere365 will select an available agent based on a selection process to identify themselves (e.g. location, rating, longest idle, randomness or serial) and the selected employee will receive an invitation. Once the employee accepts the invitation, the details of the message are displayed within its LyncMicrosoft Lync (formerly Microsoft Office Communicator) is an instant messaging program designed for business use and is the successor of Windows Messenger. In order to use Lync, a Microsoft Lync Server is required. or Skype for Business client. Then one can open the email, reply to sender, handle the message, or forward to another expert group.

Of course, all information about the dialogue is recorded and made visible through the business intelligence information in Anywhere365. In addition, a seamless integration with CRMCRM stands for Customer Relationship Management and is a method/technology for managing your external interactions and relationships with customers. Integrate Anywhere365 with your CRM client to show customer information alongside your inbound and outbound interactions. is possible. As a result, contact moments, communication channels and messages are recorded and there is the possibility to open the customer file as soon as the dialogue is accepted by an employee.

Online Demonstration

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 uccUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs.)

Workgroup

Small Business

Corporate

Enterprise

Enterprise Plus

 

Agent Management

Dialogue Management

Agent Functionality

Characteristics