Note Only available for Skype for Business and federatedWhen using Anywhere365 in combination with Federation you can easily add agents working with a Skype for Business or Teams account to your UCC. Microsoft Teams clients.
Webchat - Corporate license or higher.
WebAudio and WebVideo - Enterprise license and higher.
Give your website visitors easy chat access to your organization by adding WebChat Plus. But there is so much more...
WebChat Plus by Anywhere365 enables:
Visitors to chat without having Skype for Business or Microsoft Teams installed, just browse to the website and start chatting.
Incoming chat requests to be routed to a group of Contact Center Agents. (Federated Skype for Business or Microsoft Teams users)
Audio, Video and Application Sharing.
CRM integration, where the CRM information is opened based on the visitors email address.
Chat questions, were the visitor is asked a predefined list of questions before being transferred to an agent.
Interactive Dialog Response, to route the chat to different Agent groups based on choices made by the customer.
Customization to match the look & feel of your website.
Customizable automated messages (welcome, goodbye, etc.).
Automatic storage of chat conversations for future reference, a copy of the chat can be send to the visitors email.
Is integrated with the Real-time Information Provider (wallboard).
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 ucc)
Besides the feature to add the Chat modality, Anywhere365 also provides the feature to log the chat sessions for future references.
The Anywhere365 Wallboard visualizes the status of an UCC. It lists the incoming calls, along with the choices that are made within the IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. and the wait time of the caller. Furthermore it shows which agents are connected to the UCC together with their presence status.
Start a chat from a website. Chat functionality is one of the most widely used features of standard Microsoft Teams and Skype for Business. Anywhere365 can offer this feature to customers who don't have Microsoft Teams and Skype for Business. 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.
Start a call from a website. Call functionality is a widely used features of standard Skype for Business. Anywhere365 can offer this feature to customers directly from a website. 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. During the Chat the dialogue can be expanded with audio.
Start a videochat from a website. Chat functionality is one of the most widely used features of Skype for Business. Anywhere365 can offer this feature to customers who don't Skype for Business. 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. During the chat the session can be expanded with video.
Anywhere365 is developed with information sharing in mind. Therefore, it is possible to create an interface between a UCC and any other system. One of the most important interfaces is the one with CRM software. Once a call agent answers a call, and CRM is integrated with Anywhere365, an additional screen pops up and contains all available information of the caller. This might significantly improve the service provided to the caller.
The WebChat is fully customizable to meet your organizational identity, complete with explanation.
If your Skype for Business Servers are up-to-date and a SFB Trusted Application Server is ready, with some pre-requisites to be done, the deployment only takes a few hours after which you can start the training. Start using Anywhere365 and the UCC’s right away on the day you have purchased it. Think about which Role Models you want to implement. During your onboarding time it takes a while to fully understand the features and processes. Ask WORKSTREAMPEOPLE Consulting Service or one of our local or worldwide Value Adding reseller partners if you need support during this time.
Anywhere365’s client software supports multiple languages.
Anywhere365 supports the integration of Office365 accounts to be added to the available list of Agents in your UCC.
The architecture of Anywhere365 is based on a distributed environment. Most contact center agents will be set up from the UCC within your organization. When using Anywhere365 in combination with Federation you can easily add agents working with a SFB or Microsoft Teams account by adding the SIP address to the list of existing agents in your UCC Settings. This allows you to add anyone with an Office365 account to your UCC, for example your ICT partner as a second line help desk.
Tip Additional Sipdomain license need to be purchased
Anywhere365 distinguishes two different contact center agents: (1) Formal AgentsA Formal Agent is able to sign in and sign out of the UCC. This can be achieved when the Agent sends a start or stop command to the Skype for Business client of the UCC. and (2) Informal AgentsWhen you create an 'Informal Agent' in the agent list, then this agent will be part of the agent circle as soon as he signs in to his Skype for Business or Teams client. In contrast, by marking the checkbox 'Formal' upon creating a new agent, the agent first has to actively sign in to the UCC to be available for call distribution.. An informal agent is connected to the UCC once he/she is signed in, while a formal agent needs to sign in for an UCC in order to collaborate. The use of formal agents makes it easy to switch between different UCCs by sending commands to the Microsoft Teams or Skype for Business client or use the friendly user interface of the Inflight Snapper and help the busiest UCC. Single-sign-on makes it possible to sign in to all the UCCs a formal agent works for.
Within Anywhere365 it is possible to create groups that consist of multiple Agents with a similar Skill. Based on the presence status of the individual, a group presence status is created. Furthermore Anywhere365 has the unique ability to give the group a name and add a photo.
Anywhere365 makes it possible to wrap up a call before the next call is offered to a call agent by setting the discharge duration. The discharge duration is the time needed after a call to finalize the administration. During this time call agents will not be hunted for new calls, though it's presence status will be available.
Anywhere365 supports both mobile phones (PSTN Agents - Enterprise) as well as smart phones with Skype for Business Mobile. With this feature you can fully integrate mobile users into your contact center.
Interactive Dialogue Response (IDRInteractive Dialogue Response (IDR) is an application to take orders via keypad or button through a computer. By choosing menu options the contact receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent.) allows customers to interact with a host system via WebChat, after which they can service their own inquiries or will be redirected to an Agent by following the IDR dialogue. All texts within the IDR will be loaded dynamically based on the browser language of the customer. Scripts build according to conversational design principles can be easily created.
The integration between Anywhere365 and Microsoft Teams and Skype for Business makes the presence status of call agents available for your UCC. With this feature you can optimize queues by forwarding calls only to those agents that are available. This results in shorter wait times for customers.
One of the major advantages of Anywhere365 is Skill Based Hunting. This makes it possible to select call agents based on their skills. This means that customers will be connected to only those call agents that are actually able to help them. This way of hunting is used for Voice, Chat and WebChat.
Instead of answering questions the chat user is asked to provide a picture. The picture is recognized and the chat is routed to the correct Agent.
Available even when the person is busy or offline. This feature makes it possible for a person signed in to a UCC to be available in certain cases, even when the presence is busy or offline. Think about a Role Model for medical support, with every person with a First Aid (EHBO) certificate into a UCC. When a call comes in out of context of First Aid, the person in a call, will be hunted and get the Microsoft Teams or Skype for Business toastA toast is a Skype for Business instant message notification the user receives on his desktop. invite. Since we support Contextual Display in a toast, the person gets the invite with the Emergency picture and can act directly. Every UCC supports it's own Lowest Presence Hunt value.
To improve the quality of the contact center, it is possible to add Quality Monitoring to the Call flow. This way customers can give feedback on the received service.
Supervisors of a UCC have the opportunity to generate a list of current calls and monitor them, intervene, whisper to an agent, talk as a conference, take over the call and give back the call to an agent. With reporting from a compliance point of view, all supervisor actions can be made visible in the dialogue timeline.