Note Additional Anywhere365 WebAgent license required.
Note Enterprise license and higher
Many companies use central mailboxes, (digital) forms, mail rooms and in some cases even fax machines, which allows customers to start a dialogue that is handled by one or more employees. The handling of these dialogues is time consuming and tedious issues remain longer unattended / more open than other posts (cherry picking). For these reasons WORKSTREAMPEOPLE has developed the text handler. With this addition to Anywhere365 all kinds of message flows can be handled efficiently in real-time, in a similar way as phone calls, chats and other ways of communication flows through WebAgent .
With the text handler each incoming message is merged together with any attachments, which is then stored in an inbox. Based on metadata such as sender, subject or content of the message the skills can be determined that are needed to handle the message.
Once it is known what skills are required, Anywhere365 will select an available agent based on a selection process to identify themselves (e.g. rating, longest idle, serial or other) and the selected employee will receive an invitation. Once the employee sees the invitation, the details of the message are displayed within its WebAgent client. Then one can open the email, reply to sender, handle the message, or forward to another expert group directly from the client.
Of course, all information about the dialogue is recorded and made visible through the business intelligence information in Anywhere365. In addition, a seamless integration with CRM is possible. As a result, contact moments, communication channels and messages are recorded and there is the possibility to open the customer file as soon as the dialogue is accepted by an employee.
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)
The architecture of Anywhere365 is based on a distributed environment. Most contact center agents will be set up from the UCC within your organization. When using Anywhere365 in combination with FederationWhen using Anywhere365 in combination with Federation you can easily add agents working with a Skype for Business or Teams account to your UCC. you can easily add agents working with a SFB or Microsoft Teams account by adding the SIP address to the list of existing agents in your UCC Settings. This allows you to add anyone with an Office365 account to your UCC, for example your ICT partner as a second line help desk.
Tip Additional Sipdomain license need to be purchased
Anywhere365 distinguishes two different contact center agents: (1) Formal AgentsA Formal Agent is able to sign in and sign out of the UCC. This can be achieved when the Agent sends a start or stop command to the Skype for Business client of the UCC. and (2) Informal AgentsWhen you create an 'Informal Agent' in the agent list, then this agent will be part of the agent circle as soon as he signs in to his Skype for Business or Teams client. In contrast, by marking the checkbox 'Formal' upon creating a new agent, the agent first has to actively sign in to the UCC to be available for call distribution.. An informal agent is connected to the UCC once he/she is signed in, while a formal agent needs to sign in for an UCC in order to collaborate. The use of formal agents makes it easy to switch between different UCCs by sending commands to the Microsoft Teams or Skype for Business client or use the friendly user interface of the Inflight Snapper and help the busiest UCC. Single-sign-on makes it possible to sign in to all the UCCs a formal agent works for.
The integration between Anywhere365 and Microsoft Teams and Skype for Business makes the presence status of call agents available for your UCC. With this feature you can optimize queues by forwarding calls only to those agents that are available. This results in shorter wait times for customers.
One of the major advantages of Anywhere365 is Skill Based Hunting. This makes it possible to select call agents based on their skills. This means that customers will be connected to only those call agents that are actually able to help them. This way of hunting is used for Voice, Chat and WebChat.
Anywhere365 makes it possible to wrap up a call before the next call is offered to a call agent by setting the discharge duration. The discharge duration is the time needed after a call to finalize the administration. During this time call agents will not be hunted for new calls, though it's presence status will be available.
Anywhere365 supports the integration of Office365 accounts to be added to the available list of Agents in your UCC.