Dialogue Cloud

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WebChat for WebAgent

Anywhere365 makes it possible to chat with Anywhere365 WebAgent users, when the customer uses the WebChat client.

Note Enterprise license and higher

Note Additional Anywhere365 WebAgent license required.

WebChat Feature Table

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

 

Agent Functionality

Anywhere365 is based on the Microsoft 365 ecosystem. Once an Agent signs in, he/she is available to receive calls, regardless of his/her workplace or device.

 

Dialogue Intelligence

Extensions

Dialogue Management

The integration between Anywhere365 and Microsoft Teams makes the presence status of call agents available for your UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). An UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.. 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. Learn More

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. Learn More

 

Characteristics

The Anywhere365 Wallboard visualizes the status of an UCC. It lists the incoming calls, along with the choices that are made within the IVR Interactive Voice Response, or 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 shows which agents are connected to the UCC together with their presence status. Learn More