GoLive! Online Manual
|
Telegram Dialogue Provider |
Note Upcoming Dialogue for Anywhere365, Enterprise Plus License Only
Anywhere365 makes it possible to chat with a group of (federatedFederation 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.) 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. 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. users, while the customer uses the Telegram.
The Telegram Dialogue Provider is part of the BotFrameWork integration: Learn More
Features Values
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.)
Workgroup
Small Business
Corporate
Enterprise
Enterprise Plus
Agent Functionality
Bring your own device
Anywhere365 is entirely based on Lync Server 2010, Lync Server 2013 and Skype for Business Server. Once an Agent logs in, he/she is available to receive calls, regardless of its workplace or device.
Dialogue Intelligence
Chat Recording
Besides the feature to add the Chat modality, Anywhere365 also provides the feature to log the chat sessions for future references.
Extensions
Standard CRM connector in Extension Window
Anywhere365 is developed with information sharing in mind. Therefore, it is possible to create an interface between a UCC and any other system. One of the most important interfaces is the one 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. software. Once a call agent answers a call, and CRM is integrated with Anywhere365, an additional screen pops up and contains all available information of the caller. This might significantly improve the service provided to the caller.
Dialogue Management
Presence Based Routing
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.
Skill Based Routing
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.
Characteristics
Real-time Information Provider
The Anywhere365 Wallboard visualizes the status of an UCC. It lists the incoming calls, along with the choices that are made within 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 the wait time of the caller. Furthermore it's shows which agents are connected to the UCC together with their presence status.
Skype Integration
Anywhere365 doesn’t work exclusively with Skype for Business clients, it also works with Skype. This way you can integrate your Skype users into your contact center
Agent Management
Federation
The architecture of Anywhere365 is based on a distributed environment. Agents of the UCC can be from within your organization/Lync environment. But Anywhere365 in combination with Federation makes it possible to add Agents that are not within your organization Lync and Skype for Business 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