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Platform Elements

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Web Agent for SAP C4C

Note Additional Anywhere365 WebAgent license required.

Introduction

Anywhere365 Web Agent turns your SAP C4C 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 SAP C4C 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 your external interactions and relationships with customers. Integrate Anywhere365 with your CRM client to show customer information alongside your inbound and outbound interactions. 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 SAP C4C. 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 SAP C4C Application to integrate with the SAP C4C 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 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.

 

 

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

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 doesn’t work exclusively with Skype for Business clients, it also works with Skype. This way you can integrate your Skype users into your contact center

Anywhere365 doesn’t work exclusively with Skype for Business clients, it also 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 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.

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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:

Dutch

English