Note Enterprise license and higher
The InterceptorThe Interceptor is a service installed on the Lync / Skype for Business Front End(s). It monitors all the calls going over it. When a call going to or coming from an Agent it will come in to action. By intercepting that call and redirecting it you the Anywhere365, it lets you manage the Direct Inbound and Outbound dialogues of the Agents. is a service installed on the 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. Front End(s). It monitors all the calls coming through. When it notices a call going to or coming from an Agent it will spring into action. By intercepting that call and redirecting it via Anywhere365, it lets you manage the Direct Inbound and Outbound dialogues of the Agents.
For example Recording, Reporting and Routing.
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 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.)
With Anywhere365 it is possible to record direct incoming end-to-end conversations (Customer to Agent) and store them as audio documents on a variety of environments such as: SharePoint, Azure, Local Disk, NAS/SAN, FileShare of Office365.
With Anywhere365 it is possible to record end-to-end outbound conversations (Agent to Customer) and store them as audio documents on a variety of environments such as: SharePoint, Azure, Local Disk, NAS/SAN, FileShare of Office365.
Reroute calls that were directly sent to an Agent (a director for example) to influence who and who cannot call someone direct.
Anywhere365 offers KPI's to support monitoring, for example in PerfMon, SCOM or other monitoring tools.
If your Microsoft 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./SFBSkype 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. servers are up-to-date and a Lync/SFB Trusted Application Server is ready, with the couple of hour pre requisites to be done , the deployment only takes a few hours after which the training can start. You can start using Anywhere365 and the UCC’s the day you have bought it. Think about which Role Models you want to implement. Together with us or our partner, you can start delivering the promise to the business. Of course the time to understand all features and processes you can do with Anywhere365 will take some longer and for that you can be supported by WORKSTREAMPEOPLE Consulting Service or one of our local or worldwide Value Adding reseller partners.
Anywhere365 CoreThe Core is the center of Anywhere365. It manages all the Dialogues. and Modules will run on Lync 2013 and SFB Servers.
Anywhere365 will run on any Windows server 2008 R2 or higher.
Anywhere365 runs on a virtual machine and the lowest footprint is one virtual server.
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 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. 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.