Omni-channel | Anywhere365
Omni-channel

Omnichannel customer experience

Voice, chat, email, social media, video or bots: Anywhere365 lets you engage your customers effortlessly across communications channels while ensuring the context and history of the dialogue always moves with them.

Optimize service and customer experience

Customers can reach out on the channel of their choice; confident their interactions will always receive the appropriate priority and service consistency.

Maximize agent productivity

While AI Bots can handle routine requests, agents can focus on servicing multiple concurrent higher-value interactions.

Gain valuable customer insights

Capture, analyze, and archive customer interaction data using advanced Timeline, Power BI reporting tools and integrations to over 30 CRM systems.

Engaging customers from any communications channel

Today’s customers are increasingly mobile and reach out through a myriad of communications channels from various locations and times of day. Anywhere365 manages these diverse customer dialogues to help organizations personalize the customer experience and empower workforce efficiency.

Voice

Sophisticated routing algorithms combined with Azure AI provide real-time voice processing and translation in over a dozen languages.

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Chat

Intelligently route and interact with chat sessions from a website or client with real-time translation in over 60 languages.

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Bot

AI bots reduce costs and improve the customer experience by intelligently processing routine interactions, leaving more complex dialogues for live agents.

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Email

Automatically determine required skills, prioritize, route and handle email messages in real-time as any other communications channel.

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SMS

Prioritize, route and interact with mobile customers using SMS services from the agent’s desktop client.

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Social

Interact with customers over voice, chat and video on their favorite platforms including Facebook, Twitter, WhatsApp and more.

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IOT

Route data and alerts from the software and sensors imbedded in appliances, vehicles, devices and buildings to the appropriate answer point.

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WhatsApp

Anywhere365 makes it possible to chat with a group of (federated) Microsoft Teams and Skype for Business users, while the customer uses the WhatsApp client.

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Microsoft Teams

Anywhere365 Contact Center and Enterprise Dialogue Management is able to leverage the capabilities of Microsoft Teams to route calls to Teams powered agents with all the rich features of Anywhere365

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Skype for Business

Microsoft Skype for Business is a communication platform from Microsoft, designed for the business market.

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Switch channels anytime and continue the conversation in the customer’s preferred mode of communication

Manage customer interactions over any channel, on any device, from anywhere.

See it in action

Agents handle omnichannel interactions from their preferred client

From their clients, users can access CRM data, monitor service levels and easily transfer interactions from any channel to other agents, skill groups, or subject matter experts.

The supervisor has complete insight into the customer journey from first contact to final resolution.

Zoom from a global to granular view of Anywhere365 data for your specific business intelligence needs.

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Anywhere365 Web Agent CRM integrations

Improve productivity by managing and tracking omnichannel customer dialogues directly into your CRM client without having to move between applications.

Currently supported for Dynamics 365, Salesforce and ServiceNow

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Web Agent (standalone)

Manage queues for webchat, text handling and voice in real-time, view advanced dialogue history and monitor colleague’s availability to provide a superior customer experience.

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PSTN Agents

Extend powerful Anywhere365 contact center and dialogue management capabilities to the Mobile user or legacy infrastructure for desktop phones.

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