The SharePoint TemplateSettings and Content Management for Anywhere365, based on SharePoint server or SharePoint Office 365 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
- Delete protection
- WorkFlow management
- Easy to grant permission and rights of groups and/or individual users
- Information management policy settings
Each 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. 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.
The SharePoint Template is available on:
- SharePoint Server (Foundation and Server Edition)
- Azure Server
- Office 365 SharePoint
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)
Anywhere365 uses SharePoint 2010 Server and Foundation, SharePoint 2013 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.
Anywhere365 uses SharePoint 2010, SharePoint 2013 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 premise as well as SharePoint as a service (e.g. Office365), can be used in combination with Anywhere365.
Anywhere365’s client software supports multiple languages.
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.
To make the installation even easier, The Anywhere365 CoreThe Core is the center of Anywhere365. It manages all the Dialogues., SharePoint Template and Client Software can be installed by using an installation wizard.
You can scale up Anywhere365 by using Microsoft Azure Virtual machines and Azure Infrastructure (IaaS) services.
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.
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.
Improved in the 3.0 release of Anywhere365 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.
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.
The UCC can behave differently depending on the time of a day.
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.
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 in a later stage.
The SharePoint Template is available in the following languages: