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Anywhere365 New Features

Anywhere365 InspirationAnywhere365 New Features

Get close to your Customer!

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Studies show that people use their smartphone 221 times per day and that’s why probably a lot of organizations are providing personal apps to their customers. My insurance company has one in which I can view all my insurance policies. It is a convenient way to find the details of my policies. But if I have additional questions or if I can’t find the information I was looking for I have to dial a telephone number and probably explain who I am and about which policy I have a question.

Like most people, my main communication device is my smartphone. I prefer to start these types of inquiries with a chat, particularly when I’m not yet inclined to give them a call.

Wouldn’t it be great if there was a chat option in the insurance app itself, that would be automatically routed to an agent in the insurance company who had the right skills and information to answer my quick question?

And wouldn’t it be even greater if I would be able to escalate the chat to a voice or even a video call, straight from the app itself? This will give me the opportunity to speak to the agent if necessary. Let’s say that my car is damaged and after the chat I want to show the damages to the agent via video. Seamlessly adding these additional channels to a chat will improve my customer satisfaction.

And Anywhere365 does just that!

Anywhere365 is a dialogue management platform and routes dialogues in a smart, dynamic way to the right agent providing the right data in his/her Skype for Business client. We do this for a wide variety of modalities, such as PSTN calls, webchats, social media etc.

Our latest product that has been added to our portfolio is a brand new version of the Anywhere365 GridChat app. GridChat offers chat, audio and video communication with Skype for Business (skill) groups or users. These elements can be embedded in your existing apps or the full app can be white-labeled.

 

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I am sure you not only want to offer information in your app but also want to enable your customer to communicate with the correct skilled users in your organization directly, eliminating unnecessary dialogues. Get closer to your customer and think of scenarios where you can nudge your customer to engage with you in the most efficient way possible.

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Anywhere365 New Features

Anywhere365 integrates with Servicenow as a technology partner

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Anywhere365 has qualified as a technology partner of service management solutions specialist Servicenow. The technology partnership enables Anywhere365 to build, test and certify apps or deliver certified integrated solutions on the Servicenow platform. WORKSTREAMPEOPLE has build a Servicenow integration for Anywhere365.

 Anywhere365 provides an advanced dialogue management platform for the business enterprise, leveraging the Skype for Business/Lync infrastructure. WORKSTREAMPEOPLE has developed a tight integration with Servicenow for Anywhere365. This integration is bi-directional which means that not only Servicenow data can be showed in de skype for business client but also Servicenow data can be used to influence dialogue routing.

 Anywhere365 handles incoming dialogues (calls, chats, social media, IM, video ect. (you name it, we can handle it)) to the right, skilled agent in the organization and offer the dialogue in the standard Skype for Business/Lync client so the agent can work from one single communication application. Anywhere365 is capable to route incoming dialogues to the last agent the customer spoke to, skipping the IVR. We call this ‘last agent routing. With the integration of Servicenow, 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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But the integration goes even further. Anywhere365 identifies the incoming dialogue based on Servicenow and offers Servicenow data to the agent ín the skype for business 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 integrate Servicenow 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. Contact us or check our website here.

 If you need more information on this topic, don’t hesitate to contact me.

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