Categories

Extension Window

Note Corporate license or higher.

Note This feature requires an additional plug-in. Extra license is required. Please contact your Sales Contact to verify.

An interface between a UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. and CRMCRM stands for Customer Relationship Management and is a method/technology for managing contacts of customers. CRM helps to offer each customer an individual value proposition based on its wishes. In addition, CRM makes it visible which customers represent higher value for the organization and therefore might be served in a different way., or any other system, might significantly improve the service provided to a caller and the productivity of the Agents or Supervisor. The Caller is identified based on the Caller ID, or by Caller input via an 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. (for example ask for the Customer ID or contract number), or by both when the Caller ID is not recognized. When the caller is known the CRM data is presented to the Agent at the same time as the call, the Agent does not have to search for it saving valuable time for both Caller and Agent.

With our CRM and Back Office extension it is possible to connect to any of your CRM and Back Office services. Most common services are Microsoft Dynamics, SalesForce, Oracle and TopDesk. Since not every company is the same and therefore not using the same services, we are able to provide an extension for any other service that your company might have and that, always for a fixed price.

But the Extension Window offers more, it is also a portal for the Agents to set-up or engage Conference Calls, Add Call Classifications and safely Transfer a call.

Available Integrations

To have Extension Window in place there is a Extension Window license needed per product integration.

Tip Extension Window can also be used without integrating in a product, to only use the Anywhere365 data / functionality.

Anywhere365 has the following integrations available, more can be added.

Features Values

Note: Some features require 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

 

Extensions

Content Management

 

Available Languages

The Anywhere365 Attendant is available in the following languages:

Dutch

English

German

French

Spanish

Danish

Swedish

Norwegian

Italian

Portuguese

Hebrew

 

Screenshots