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 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. or 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. installed, just browse to the website and start chatting.
- Incoming chat requests to be routed to a group of Contact Center Agents.
- Audio, Video and Application Sharing.
- 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. 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.
- CallMeCallMe adds a button on your website where the customer can enter his / her number to be called by the UCC, saving the customer in telephone costs. requests made by visitors.
- 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 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.)
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's 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 Lync and Skype for Business. Anywhere365 can offer this feature to customers who don't have Lync 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 Lync and 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 standard Lync and Skype for Business. Anywhere365 can offer this feature to customers who don't have Lync 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. 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 Microsoft Lync/SFBSkype 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. servers are up-to-date and a Lync/SFB Trusted Application Server is ready, with the couple of hour pre requisites to be done , the deployment only takes a few hours after which the training can start. You can start using Anywhere365 and the UCC’s the day you have bought it. Think about which Role Models you want to implement. Together with us or our partner, you can start delivering the promise to the business. Of course the time to understand all features and processes you can do with Anywhere365 will take some longer and for that you can be supported by WORKSTREAMPEOPLE Consulting Service or one of our local or worldwide Value Adding reseller partners.
Anywhere365’s client software supports multiple languages.
Anywhere365 support the use of Office365 users as Agents.
The architecture of Anywhere365 is based on a distributed environment. Agents of the UCC can be from within your organization/Lync environment. But Anywhere365 in combination with FederationFederation 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. makes it possible to add Agents that are not within your organization Lync and Skype for Business environment easily by adding the SIPThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. address to the list of Agents. 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 distinct two different call agents: (1) Formal AgentsA Formal Agent is able to sign in and sign out of an UCC. This can be achieved when the Agent sends a start or stop command to the Lync or Skype for Business client of the UCC. and (2) Informal AgentsWhen a person is set as Informal Agent it is always an Agent in the Agent circle.. An informal agent is connected to the UCC once he is logged 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 Lync or Skype for Business client 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 that appears in the Lync and Skype for Business client.
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 after a call to finalize the administration. During this time call agents will not be hunted for new calls, though its presence status will be available.
Anywhere365 supports both mobile phones as well as smart phones with Skype for Business Mobile and PSTN Agents (Enterprise). 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.
Because Anywhere365 is combined with the Lync and Skype for Business presence status of call agents is available. This makes it possible to 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. For reasons a person within a Contact Center of UCC can be available, even when the person is busy or offline. Think about a Role ModelRole models are example configurations of a UCC that performs a specific function. 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 Lync or Skype for Business toastA toast is a skype instant message notification. invite. Since we support Contextual Display in a toast, the person gets the invite with the Emergency picture and can act directly. Every UCC do supports its 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.