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With Anywhere365 WFM (Work Force Management) the Anywhere365 UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs. Administrator can manage his/her Agents (Workforce) conveniently. From as simple as configuring working hours for an Agent, to as complex as recording calls and rating the corresponding Agents using Surveys.
Not only Supervisors are able to rate Agents, but also the Customer can do this via real-time Quality Monitoring right after the Agent disconnected the call. Furthermore a Supervisor is able to assist his Agents during the calls by listening-in on calls, taking-over calls, or scaling-up calls, so both the Agent and the Customer as well as the Supervisor are in the call together. Based on historical data, which is collected during operations, forecasts can be made using Erlang-C, to calculate the required amount of Agents during shifts. This information can then be used to create the different shift-schedules.
Next to the rich set of functionalities that Anywhere365 offers out-of-the-box, it is also possible to integrate with existing Workforce Management solutions, including (but not limited to) Verint, Injixo, Teleopti and MS Project.
Anywhere365 has the following integrations available, more can be added.
An interface between Anywhere365 and Verint.
An interface between Anywhere365 and Injixo.
An interface between Anywhere365 and Teleopti.
An interface between Anywhere365 and MS Project.