GoLive! Online Manual
WebChat for WebAgent
Note This product is part of an Invitation Release. Please contact your Sales Contact for more information.
Note Enterprise license and higher
Note Additional Anywhere365 WebAgent license required.
Introduction
Anywhere365 makes it possible to chat with Anywhere365 WebAgent users, while the customer uses the Webchat client.
Features Values
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
Bring your own device
Anywhere365 is entirely based on Microsoft Ecosystem . Once an Agent signs 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 CRM 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
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.
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 shows which agents are connected to the UCC together with their presence status.