Dialogue Cloud

Web Agent

Note Additional Anywhere365 WebAgent license required.

Introduction

Anywhere365 Web Agent turns your CRM Application (Microsoft Dynamics 365 or SalesForce) into a powerful tool for contact center agents. Nested inside the interface, the Web Agent provides users with cloud-based omni-channel contact center functionality without having to move between applications. Agents can receive and send calls, chats, emails and video all from within their CRM application.

Customer information for inbound and outbound interactions are automatically displayed and directly linked to their CRM record. The Anywhere365 Timeline shows the entire customer journey from initial contact to closing, including interactions transferred outside the contact center, and logs the information in CRM. Agents enjoy efficiency gains and provide greater customer service through an immediate and complete view of the caller’s information in a single pane of glass.

Anywhere365 Web Agent runs in the Azure cloud and can utilize the Dynamics 365 Channel Integration Framework (CIF) to integrate with the Microsoft Dynamics Unified Interface or the SalesForce CTI to integrate with the SalesForce Interface. This provides the CRM client with the ability to integrate with rich Anywhere365 contact center and dialogue management capabilities for agents and supervisors. Anywhere365 Web Agent supports Dynamics 365 online, SalesForce, on-premises for Skype for Business, Office365 (Cloud PBX), Microsoft Teams and WebRTC voice.

 

 

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

 

Characteristics

Agent Functionality

Dialogue Management

Dialogue Intelligence

 

Available Languages

The Anywhere365 WebAgent is available in the following languages:

Dutch

English

German

French

Spanish

Swedish