Dialogue Cloud

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WebAgent

Anywhere365 WebAgent turns your CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Application (Microsoft Dynamics 365 or SalesForce) into a powerful tool for contact center agents. Nested inside the interface, the WebAgent 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 WebAgent 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 WebAgent supports Dynamics 365 online, SalesForce, on-premises for Skype for Business, Office365 (Cloud PBX), and Microsoft Teams.

Note: An additional Anywhere365 WebAgent license is required.

Features Values

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

 

Characteristics

Integrate Azure Services with Anywhere365 to enable features as Realtime Translation, Mood Recognition, Live Transcription and much more.

Anywhere365’s client software supports multiple languages.

Anywhere365 works with Microsoft Teams. This way you can integrate your colleagues that have Microsoft Teams accounts into your contact center by adding them to the existing list of contact center agents in 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). 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. Settings.

Anywhere365 supports the integration of Office365 accounts to be added to the available list of Agents in your UCC.

Agent Functionality

A direct transfer is when a call or conversation gets directly transferred to another contact center agent, without contacting the other person first. This feature is fully supported by all Anywhere365 applications, including the UCC and Reception Attendant.

Anywhere365 offers an innovative addition to the standard function of taking a call from a colleague; this is only possible if you have the same necessary skills as your colleague. In this way an Agent is able to serve only customers that he actually can help.

Dialogue Cloud: Learn More

Dialogue Management

With classification you can tag the call during the session, so the manager is able to get more information about each category of call classifications.

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Dialogue Intelligence

With Anywhere365 it is possible to record end-to-end conversations (Customer to Contact Center) and store them as audio documents on a variety of environments such as: SharePoint, Azure, Local Disk, NAS/SAN, FileShare of Office365.

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Available Languages

The Anywhere365 WebAgent is available in the following languages:

  • Chinese (Simplified)

  • Danish

  • Dutch

  • English

  • German

  • French

  • Italian

  • Spanish

  • Swedish