Extension Window for Skype for Business
Note Corporate license or higher.
Note This feature requires an additional plug-in. Please contact your Sales Contact to verify if a plug-in is purchased.
An interface between a UCC and CRM, 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.
Active Directory
An interface between Anywhere365 and Active Directory.
Amyyon CRM
An interface between Anywhere365 and Amyyon CRM.
AFAS Profit Online
An interface between Anywhere365 and AFAS Profit Online.
Cherwell
An interface between Anywhere365 and Cherwell.
Connect Wise
An interface between Anywhere365 and ConnectWise.
CSV
An interface between Anywhere365 and a CSV File.
MS Dynamics 2011
An interface between Anywhere365 and Microsoft Dynamics 2011.
MS Dynamics 2013
An interface between Anywhere365 and Microsoft Dynamics 2013.
MS Dynamics 365
An interface between Anywhere365 and Microsoft Dynamics 365.
OmniTracker
An interface between Anywhere365 and Omnitracker.
Oracle Right Now
An interface between Anywhere365 and Oracle Right Now.
PeopleSoft
An interface between Anywhere365 and Oracle People Soft.
Remedy
An interface between Anywhere365 and BMC Remedy.
SalesForce
An interface between Anywhere365 and SalesForce.
Selligent
An interface between Anywhere365 and Selligent.
Service Now
An interface between Anywhere365 and Service Now.
SharePoint List
An interface between Anywhere365 and a SharePoint list.
Siebel Systems
An interface between Anywhere365 and Siebel Systems.
SugarCRM
An interface between Anywhere365 and SugarCRM.
SQL Server Database
An interface between Anywhere365 and a SQL Server Database.
TOPdesk
An interface between Anywhere365 and TOPdesk.
Video
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
Extensions

The Extension Window can automatically create new lead in CRM based on the information which is available.

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.
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.
Available Languages
The Anywhere365 Extension Window is available in the following languages:
Dutch
English
German
French
Spanish
Danish
Swedish
Norwegian
Italian
Portuguese
Hebrew
Screenshots