Web Agent for ServiceNow
Note Additional Anywhere365 Web Agent License required.
Anywhere365 Web Agent turns your ServiceNow 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 ServiceNow 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. 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 ServiceNow Application to integrate with the ServiceNow 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 Dynamics 365 online, SalesForce, 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.
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.)
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.
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.
With classification you can organize the call during the session, so the manager is able to get more information about the type of calls.
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.
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.) LyncMicrosoft Lync (formerly Microsoft Office Communicator) is an instant messaging program designed for business use and is the successor of Windows Messenger. In order to use Lync, a Microsoft Lync Server is required. and Skype for Business users. Chat functionality is one of the most widely used features of standard Lync 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) Lync 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.
The Extension Window can automatically create new lead in CRM based on the information which is available.