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: An Enterprise license or higher is required to access these features.
Note: An additional Anywhere365 WebAgent license is required.

WebChat Feature Table

Note: Some features are only available with specific licenses. These are indicated by the following icons. If no icon is shown, the feature applies to all mentioned licenses below. (Not applicable for legacy licenses "basic queue" or "reception ucc")

Workgroup

Small Business

Corporate

Enterprise

Enterprise Plus

 

Dialogue Intelligence

Extensions

Anywhere365 is developed with information sharing in mind. Therefore, it is possible to create an interface between a 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). A 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. and any other system. One of the most important interfaces is the one with CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. 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.

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Dialogue Management

The integration between Anywhere365 and Microsoft Teams 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. 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 Inflight Wallboard visualizes the status of a 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 as well as their Presence state. Learn More