Note Corporate license and higher
With Anywhere365 Questionnaires it is possible to rate quality during or after the call is finished. In addition you can also use the Questionnaire for call scripting during a conversation. Anywhere365 uses SharePoint Surveys to let the user complete a predefined set of questions regarding the Calls. This information can then be saved to an SQL Database, where reports can be run. Combining this with the existing Anywhere365 Call and Dialogue Intelligence gives Management insight in the Call information, User feedback(Quality Monitoring) and Supervisor feedback (Questionnaires).
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.)
To improve the quality of the contact center, it is possible to add Quality Monitoring to the Call flow. This way customers can give feedback on the received service.
Anywhere365 uses SharePoint 2013 Server and Foundation, SharePoint 2016 Server and Foundation and Office 365 SharePoint, as its configuration panel in order to manage one or more UCCs. In this way it's possible to make changes to your UCC at any time, without the need for technological skills, and because it is real-time there is no downtime while improving your UCC. You can add call agents, change the status of the UCC, and optimize the 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. and its texts while staying available for customers. Furthermore, both SharePoint on premise as well as SharePoint as a service (e.g. Office365), can be used in combination with Anywhere365.