GoLive! Online ManualWebAgent for SAP C4C
Introduction
Anywhere365 WebAgent turns your SAP C4C 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 SAP C4C 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 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 WebAgent 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.
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 basic queue or reception ucc)
Workgroup
Small Business
Corporate
Enterprise
Enterprise Plus
Characteristics
Azure Services
Integrate Azure Services with Anywhere365 to enable features as Realtime Translation, Mood Recognition, Live Transcription and much more.
Multiple Languages Support
Anywhere365’s client software supports multiple languages.
Teams Integration
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). An 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.
Office365 Support
Anywhere365 supports the integration of Office365 accounts to be added to the available list of Agents in your UCC.
Agent Functionality
Direct Transfer
Take the Call
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
Classifications
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.
Dialogue Intelligence
Inbound Call Recording
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.
Available Languages
The Anywhere365 WebAgent is available in the following languages:
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Dutch
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English
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German
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French
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Spanish
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Swedish