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Anywhere365 has qualified as a technology partner of service management solutions specialist Servicenow. The partnership enables Anywhere365 to build, test and certify apps or deliver certified integrated solutions on the Servicenow platform. WORKSTREAMPEOPLE has built a Servicenow integration for its Cloud Contact Center and Enterprise Dialogue Management solution Anywhere365. Providing enterprises with e.g. topnotch self-service through voice bots.

Anywhere365 provides an advanced dialogue management platform for the business enterprise, built natively on the built natively on the Microsoft Teams infrastructure. This tight integration is bi-directional which means that not only Servicenow data can be showed in the MS Teams client but also Servicenow data can be used to influence dialogue routing.

Last Agent Routing Increases Satisfaction

Anywhere365 handles omni-channel dialogues (calls, chats, social media, IM, video ect.) to the right, skilled agent in the organization and offer the dialogue in the standard Teams client so the agent can work from one single communication application. You name it, we can handle it. Anywhere365 is capable to route incoming dialogues to the last agent the customer spoke to, skipping the IVR. We call this ‘last agent routing’. As a ServiceNow technology partner, Anywhere365 can also route the incoming dialogues based on the data in Servicenow to, for instance, the service desk employee which is actually working on the ticket of contacting customer. The customer bypasses the IVR and directly connects with the agent who knows his case and is working on it. Imagine what this would do for your customer satisfaction!

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Dock Data Into Your Microsoft Teams Client

But the integration goes even further. Anywhere365 identifies the incoming dialogue based on Servicenow and offers  data to the agent ín the Microsoft Teams client! Presenting name, contact data, open cases and more. Together with Anywhere365’s unique and detailed timeline with detailed insight of the previous dialogues of this customer which is also presented in the Skype for Business client the agent can help the customer in a quick, efficient and effective manner.

It gets better. Anywhere365 is also capable to present the right Servicenow window in the agents skype for business client. The agent can view or edit cases in Servicenow inside the Skype for Business client if desired. It empowers agents by having mission critical customer data at their fingertips to provide top notch customer service, each and every time. Imagine what this would do for your effectiveness and efficiently!

Research and live cases have showed that you can save up to 100 seconds per call!

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The servicenow data is also offered to other agents when a conference is set up and when the dialogue is forwarded to an internal of external, federated, agent. In this way you can offer your servicenow data to a remote and event external agent, making it possible to help your customer better and faster.

 Anywhere365 offers a wealth of reporting and quality monitoring tools. Questionnaires, Chat conversations and call recordings can be accessed via Servicenow if desired.

 5 Reasons to Utilize ServiceNow technology partnership with Anywhere365  

  1. Higher customer satisfaction
  2. Higher operational effectiveness and efficiently
  3. Present data to external agents
  4. Save up to 100 seconds per call
  5. Enrich your reporting and insights

 The Anywhere365 ServiceNow extension is one of the 30+ connectors that are available off-the-shelf. If you need more information on this topic, don’t hesitate to contact me.

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Erik van Arkel

The author Erik van Arkel