Web Agent for SalesForce Classic

Note Additional Anywhere365 WebAgent license required.

Introduction

Anywhere365 Web Agent turns your SalesForce Classic 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 SalesForce Classic client.

Customer information for inbound and outbound interactions are automatically displayed and directly linked to their CRMCRM stands for Customer Relationship Management and is a method/technology for managing contacts of customers. CRM helps to offer each customer an individual value proposition based on its wishes. In addition, CRM makes it visible which customers represent higher value for the organization and therefore might be served in a different way. 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 SalesForce Classic. 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 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.

 

 

Video

 

Features Values

Note: Some features require 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 Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers.)

Workgroup

Small Business

Corporate

Enterprise

Enterprise Plus

 

Characteristics

Agent Functionality

Dialogue Management

Dialogue Intelligence

Dialogue Provider

Extensions