Web Agent for ServiceNow

Note Additional Anywhere365 Web Agent License required.

Introduction

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.

 

 

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