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Note Not part of license. Please contact WORKSTREAMPEOPLE for license details.
GridChat by Anywhere365 enables customers to create a branded app their customers can download from their app store to get in touch with their Unified Contact Center (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.). Customers can send a chat message whenever they feel like it, and this message is routed to an available Agent, using the same tools as they use to handle incoming calls. The chat is fully part of the UCC, including: Interactive Dialog Response, 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. integration, Hunting methods and Reporting. Users can decide to include video chat or share pictures or files, allowing the UCC Agent to see what they are talking about. GridChat is available for iPhone and android.
Agent chat handling
We always say: ‘Anyone can be a contact center!’, and using Anywhere365 anyone technically can. However, not everybody has the same skill set. So why would you want the response to chat messages to be handled by a dedicated person who will have to handle all possible questions about all possible topics? The reason why you have a UCC for phone contacts are also valid for chat messages. Make use of your UCC and let the contact specialists handle the chat.
Offer a branded chat app to your UCC that looks and feels as if it is your own. Users download the generic GridChat app from their app-store via a link you provide. After installation the user connects to your UCC by scanning a QR code, or in the case of a public UCC by selecting your UCC from the public Chat Center list.
Alternatively, when you don’t want to use the generic GridChat app, you can include the GridChat functionality in your own native app via our Chat App Software Development Kit (SDK). The SDK comes with clear instructions and support and allows you to add UCC contact functionality to an app of your own design. The Chat App SDK is available for iOS and Android.
Easy to use file or picture sharing
A lot of effort is put in the user interface design resulting in an app that is self-explanatory for any smartphone user. To share a picture from your smartphone is just a tap on the paperclip icon.
Speech and video integration
Anywhere in the conversation the user can open a voice or video channel when they find their question too difficult to explain via the chat or want the Agent to see what they are talking about. For privacy reasons the app-user is fully in control to open or close a video channel.
Interactive Dialog Response
Like the Anywhere365 WebChat, GridChat supports predefined customer queries to assist in routing the message to the correct Agent. The menu allows users to enter user information (customer ID, email address etc.) or to choose what kind of chat request they have, what product they use, if they need support or not etc.
When an IDRInteractive Dialogue Response (IDR) is an application to take orders via keypad or button through a computer. By choosing menu options the contact receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. is used, messages are always answered immediately, however when you do not have global UCC coverage, Agents will not be always available. Chat users will receive a message with the opening hours and will be informed the first Available Agent will respond in the morning. Or alternatively, certain users will be able to be contacted to the 24/7 help desk, or chat users can leave a call-back request. Anything you think of in your UCC availability strategy is also available the GridChat app.
Using the IDR you can request the customer to enter their email address, or customer ID. When an Agent receives the chat message the CRM information is automatically loaded as well.
Rout chat messages to the right Agent using any of the UCC hunting methods (Presence, Device, Skill, Longest idle, Least Occupied, Round Robin, Serial or Parallel routing)
Messages remain on the smartphone much like any other social media text message. When an Agent connects to the user, any messages entered while the user was not connected to an Agent are presented as well.
When a call or a chat session is ended by the agent, the user will be asked to rate the experience for performance monitoring.
As GridChat is connected to your UCC, all conversations are part of the UCCs logging and reporting tools.
Call me Back
Users can do a call-back request when the UCC is closed or no Agenst are available
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)
Start a chat with a person from a group of (federatedFederation makes it possible to communicate with customers, suppliers, partners and others, via Lync Server 2010 and Lync Server 2013, which are not in the same Lync environment.) 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. and Skype for BusinessSkype for Business (formerly Microsoft Office Communicator and Microsoft Lync) is an instant-messaging client used by Anywhere365. In order to use SFB, a Microsoft Skype for Business Server is required. Skype for Business is enterprise software; compared to Skype, it has different features that target businesses. users. Chat functionality is one of the most widely used features of standard Lync and Skype for Business. However, in order to establish the connection, the two persons need to be linked. Anywhere365 makes is possible to chat with a group of (federated) Lync and Skype for Business users, by initiating a chat with a group instead of a person. The presence status of the group is determined by the individual members. Once a group chat is started, Anywhere365 hunts an available group member and offers the chat to that person.
You can now add a button to your website. When somebody clicks that button, they can give in their number or Skype address. The UCC will then directly and automatically call the website visitor on the number (or SIPThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. address) of the device he appointed and at the same time hunt for an agent with the proper skill and dials the caller to connect the two parties. All other functionality, such as reporting and call recording are still available.
With classification you can organize the call during the session, so the manager is able to get more information about the type of calls.
Interactive Dialogue Response (IDR) allows customers to interact with a host system via WebChat, after which they can service their own inquiries or will be redirected to an Agent by following the IDR dialogue. All texts within the IDR will be loaded dynamically based on the browser language of the customer. Scripts build according to conversational design principles can be easily created.
Anywhere365 supports both mobile phones as well as smart phones with Skype for Business Mobile and PSTN Agents (Enterprise). With this feature you can fully integrate mobile users into your contact center.
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.