Omnichannel Cloud Contact Center Capabilities
The Anywhere365® Cloud Contact Center software lets customers effortlessly engage with your business over the communications channels of their own choice: voice, chat, email, WhatsApp, social media, and many other channels.
Want to offer customers a large myriad of communications channels, but don’t want to lose contact center productivity? Reduce unnecessary dialogues! By feeding conversational AI, such as voice bots, with data and machine learning capabilities you can enhance the quality and usage of standard requests. And leave more complex ones to (the right) human agents.
Cloud Contact Center & Bots
Anywhere365® is set to work with voice bots and chat bots rather than old-fashioned IVR and chat menus. Conversational AI is at the very core of our cloud contact center software. Not just to talk directly to customers, but can also suggest answers for an agent. For instance when the question is too detailed, a bot can whisper the details to an agent, saving precious time.
Moreover, our Bring-Your-Own-Bot strategy is enabled by off-the-shelf integration into Natural Language Understanding APIs and bots from Microsoft, Google and more. Our zero code Dialogue Studio integrates with these AI technologies to automate contact center interactions and support a variety of self-service interfaces.Discover Dialogue Studio
Intelligent Routing in Your Cloud Contact Center
With Anywhere365® a call, chat interaction, email or other forms of customer contact can be intelligently routed to contact center agents and other employees. Based on their skills and the right context. Workers can have multiple skills. Our Cloud Contact Center routes calls to the best available agent based on numbers, skills, geography, IVR prompts, CRM data, and more.
Enhanced routing options including white-listing, black-listing and VIP customer routing. And supervisors can always intervene through a UCC Management web portal.
Advanced Agent Desktops
Our WebAgent is a cloud-native solution that extends contact center and other business applications to remote office or work-at-home agents and knowledge workers. It provides users with advanced cloud contact center and CRM functionality in a single pane of glass. Either as a stand alone solution or integrated into leading CRM, ATS or ITMS solutions, to add context to the dialogue.View our integrations >
Cloud-based Reporting and Contact Center Management
Historical reporting and realtime Wallboards monitor contact center operations and identify service affecting issues. Microsoft Power BI tools combine with Anywhere365 data for drill-down analysis and actionable business intelligence. Gain a complete insight of the customer journey from first contact to final resolution. Even beyond the contact center.
Our Business Intelligence Suite uses SQL Reporting and Power BI to create dozens of standard reports. And everything that can be logged is available for further reporting and analysis.
Outbound Dialer is a preview, power and progressive outbound dialing solution that enables businesses to increase revenues and control operating costs by driving lead generation, increasing sales conversion rates, and better utilizing agents during lulls in inbound traffic.
Recording and Quality Monitoring
Record inbound, outbound and internal calls and chats. Tag and automatically log recordings in your reports and CRM systems for agent coaching, quality monitoring and compliance purposes. For compliancy recording we have tightly integrated the Microsoft Certified software from ASC Technologies.
Anywhere365 Bridg App extends omnichannel dialogue management, Timeline and CRM data to the mobile user on their iOS or Android handset. Mobile sales and service reps enjoy the same advanced features as their office-bound counterparts and can easily transfer calls to other agents, skill groups or subject matter experts to ensure customer issues are dealt with on the first call.
Flexible and Extensible
Imagine your ideal cloud contact center solution and make it a reality. Anywhere365 can be easily configured to satisfy even the most demanding omnichannel environments. The Anywhere365 platform integrates with Microsoft Flow, PowerApps, Azure Cognitive Services and over 30 CRM, ATS and ERP solutions.