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 e -mail dialogue provider 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 CRMCRM stands for Customer Relationship Management and is a method/technology for managing contacts of customers. CRM helps to offer each customer an individual value proposition based on its wishes. In addition, CRM makes it visible which customers represent higher value for the organization and therefore might be served in a different way. 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 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.)
The architecture of Anywhere365 is based on a distributed environment. Agents of the UCC can be from within your organization/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. environment. But Anywhere365 in combination with FederationFederation makes it possible to communicate with customers, suppliers, partners and others, via Lync Server 2010 and Lync Server 2013, which are not in the same Lync environment. makes it possible to add Agents that are not within your organization Lync and Skype for BusinessSkype 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. environment easily by adding the SIPThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. address to the list of Agents. 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 distinct two different call agents: (1) Formal AgentsA Formal Agent is able to sign in and sign out of an UCC. This can be achieved when the Agent sends a start or stop command to the Lync or Skype for Business client of the UCC. and (2) Informal AgentsWhen a person is set as Informal Agent it is always an Agent in the Agent circle.. An informal agent is connected to the UCC once he is logged 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 Lync or Skype for Business client and help the busiest UCC. Single-sign-on makes it possible to sign in to all the UCCs a formal agent works for.
Because Anywhere365 is combined with the Lync and Skype for Business presence status of call agents is available. This makes it possible to 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 after a call to finalize the administration. During this time call agents will not be hunted for new calls, though its presence status will be available.
Anywhere365 support the use of Office365 users as Agents.