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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 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 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 (formerly Microsoft Office Communicator and Microsoft Lync) is an instant-messaging client used by Anywhere365. In order to use SFB, a Microsoft Skype for Business Server is required. Skype for Business is enterprise software; compared to Skype, it has different features that target businesses., Office365 (Cloud PBX), Microsoft Teams and WebRTC voice.

 

 

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

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 Microsoft Teams users into your contact center

Anywhere365 support the use of Office365 users as Agents.

Agent Functionality

A direct transfer is when you directly transfer the conversation without contacting the other person first. This feature 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 organize the call during the session, so the manager is able to get more information about the type of calls.

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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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Dialogue Provider

Start a chat with a person from a group of (federatedFederation makes it possible to communicate with customers, suppliers, partners and others, via Lync Server 2010 and Lync Server 2013, which are not in the same Lync environment.) Microsoft Teams and Skype for Business users. Chat functionality is one of the most widely used features of standard Microsoft Teams and Skype for Business. However, in order to establish the connection, the two persons need to be linked. Anywhere365 makes is possible to chat with a group of (federated) Microsoft Teams and Skype for Business users, by initiating a chat with a group instead of a person. The presence status of the group is determined by the individual members. Once a group chat is started, Anywhere365 hunts an available group member and offers the chat to that person.

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Extensions

The Extension Window can automatically create new lead in CRM based on the information which is available.