Dialogue Cloud

WebAgent for Dynamics 365

Note

Additional Anywhere365 WebAgent and CTI Integration license required.

Introduction

Anywhere365 WebAgent turns your Microsoft Dynamics 365 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 Dynamics 365 client.

Customer information for inbound and outbound interactions are automatically displayed and directly linked to their CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. 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 Dynamics 365. 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. This provides the CRM client with the ability to integrate with rich Anywhere365 contact center and dialogue management capabilities for agents and supervisors.

 

Channel Integration Framework 1.0

Channel Integration Framework 2.0

Available Languages

The Anywhere365 WebAgent is available in the following languages:

  • Chinese (Simplified)

  • Danish

  • Dutch

  • English

  • German

  • French

  • Italian

  • Spanish

  • Swedish