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Platform Elements

Platform elements shows all available products offered by Anywhere365.

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SharePoint Template

Benefits

The SharePoint Template is used to manage Anywhere365 directly on the SharePoint server or SharePoint Office 365. There are several benefits of using our SharePoint Template to manage the Unified Contact Center.

  • Ease of access, the settings page can be accessed from a internet browser, anywhere, anytime.

  • Simple, Familiar & Consistent User Experience

  • Settings version management,Learn More

  • Delete protection, Learn More

  • Microsoft Flow support, Learn More

  • Easy to grant permission and rights of groups and/or individual users

  • Information management policy settings

 

Overview

 

Dependency

Each UCC gets its own SharePoint site, in here you can configure the permission on different levels (Site, List or Item). This allows flexibility and the option to give operational management to the end users.

Good to know that there is no dependency for the UCC, this is because Anywhere365 uses local cache files and SharePoint is only used for submitting changed. In other words once the UCC is up and running SharePoint can go Offline without the UCC noticing it.

 

Features Values

Note: Some features 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)

Workgroup

Small Business

Corporate

Enterprise

Enterprise Plus

 

Characteristics

Anywhere365 uses SharePoint on-premises and Office 365 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 Interactive 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-premises as well as SharePoint as a service (e.g. Office365), can be used in combination with Anywhere365.

Anywhere365 uses SharePoint On-premises or SharePoint Online 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 and its texts while staying available for customers. Furthermore, both SharePoint on-premises as well as SharePoint as a service (e.g. Office365), can be used in combination with Anywhere365.

Anywhere365’s client software supports multiple languages.

You can scale up Anywhere365 by using Microsoft Azure Virtual machines and Azure Infrastructure (IaaS) services.

Dialogue Intelligence

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.

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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.

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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.

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Dialogue Management

The UCC can behave differently depending on the time of day. A simple example is that the IVR will greet a caller with “Good morning”, “Good afternoon” and “Good evening” at appropriate times. More advanced time-related changes are thus also supported via the SharePoint template of the UCC.

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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.

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