GoLive! Online ManualSharePoint Template - An Overview
The SharePoint Template is used to manage Anywhere365 directly via a SharePoint server or SharePoint Online.
The benefits of using our SharePoint Template to manage the Unified Contact Center are:
- Ease of access, the settings page can be accessed from a internet browser, anytime, anywhere.
- Simple, Familiar & Consistent User Experience
- Settings version management, Learn More
- Delete protection, Learn More
- Microsoft Power Apps support, Learn More
- Easy to grant permission and rights of groups and/or individual users
- Information management policy settings
Overview
Each UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. gets its own SharePoint site, in here user access permission can be set on different levels (Site, List or Item). This allows flexibility and the option to give operational management to specific end users.
Dependency
Because the SharePoint Template is mainly used for periodically submitting changes and optionally writing back audio-recordings (voicemails or dialogue recordings), there is no dependency on constant availability of SharePoint for the UCC. The Anywhere365 Core application uses local cached files, collected periodically, for optimized operation. In other words, once the UCC is up and running, SharePoint can be unavailable without the UCC stopping. Of course, pushing changes to the configuration of a UCC or writing back audio-recordings is not possible at that time. Once connection is re-established all cached files will be synchronized.
Feature Values
Workgroup
Small Business
Corporate
Enterprise
Enterprise Plus
Characteristics
Real-time Management
Anywhere365 uses 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 IVR Interactive Voice Response, or 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 Server as well as SharePoint Online (from Microsoft 365) can be used in combination with Anywhere365.
Multiple Languages Support
Anywhere365’s client software supports multiple languages.
Real-time Integration with SharePoint
Anywhere365 uses SharePoint, as it's 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 IVR and its texts while staying available for customers. Furthermore, both SharePoint Server as well as SharePoint Online (from Microsoft 365) can be used in combination with Anywhere365.
Microsoft Azure Ready
You can scale up Anywhere365 by using Microsoft Azure Virtual machines and Azure Infrastructure (IaaS) services.
Dialogue Intelligence
Inbound Call Recording
With Anywhere365 it is possible to record end-to-end conversations (Customer to Contact Center) and store them as audio documents on a variety of environments such as: SharePoint, Azure, Local Disk, NAS/SAN, FileShare of Office365.
Recording Aggregate
In Anywhere365 it is the possibility to aggregate the Recordings. This creates a sub folder for each Agent Recordings. By giving the Agent access to their sub folder, they can listen and learn from their own conversation. The Supervisor can have access to all sub folders and can easily find back the right recording.
Screen Recording
Ideal for training purposes or incident and crisis management situations where the sequence of events can be re-played. Based on the incoming call or hunted agent, it might be helpful to record the full engagement between the agent and the caller, including the exact sequence of events; the full screen of the caller is recorded for the duration of the call and stored in SharePoint for easy access. This is ideal for training purposes or incident and crisis management situations where the sequence of events can be re-played.
Dialogue Management
Group Voicemail
In case the UCC is closed or the queue is too long to serve new customers, it is possible for them to leave a voice mail and send these voice mails to SharePoint automatically. This makes it possible to playback voice mails and serve customers at a later stage.