Web Agent

Note Additional Anywhere365 WebAgent license required.

Introduction

Anywhere365 Web Agent turns your CRMCRM stands for Customer Relationship Management and is a method/technology for managing your external interactions and relationships with customers. Integrate Anywhere365 with your CRM client to show customer information alongside your inbound and outbound interactions. 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 BusinessSkype for Business is an enterprise software from Microsoft and provides users with instant messaging, online meetings, availabillity information, and audio and video calling. It requires a Skype for Business Server. The Anywhere365 application server is added to the Skype for Business Typology as Trusted Application Server., Office365 (Cloud PBX), Microsoft Teams and WebRTC voice.

 

 

Video

 

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 uccUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs.)

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