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.
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.
AFAS Profit Online
MS Dynamics 2011
MS Dynamics 2013
MS Dynamics 365
Oracle Right Now
SQL Server Database
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)
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.
With classification you can organize the call during the session, so the manager is able to get more information about the type of calls.