Omnichannel Cloud Contact Center Capabilities
Voice, chat, email, social media, video or bots, the omnichannel Anywhere365 Cloud Contact Center software lets customers effortlessly engage with your business over the communications channels of their own choice.
Our conversational AI bots answer standard requests, leaving more complex ones to your live agents. Timeline and CRM data add history and context to the dialogue and extends this functionality to agents and even the entire enterprise.
Separate The Bots From The Boys
Anywhere365 does not only have standard voice and chat response menus to route dialogues. Our conversational AI bot options for voice and chat go beyond the IVR as we know it and will amaze your customers.
Our “bring your own bot” strategy is enabled by off-the-shelf integration into Natural Language Understanding APIs and Bot technologies from Microsoft, Google, and more. Our zero code Dialogue Studio enables you to integrate with best-in-class AI technologies, supporting a wide variety of external (self- service) interfaces.
Intelligent Routing in Your Cloud Contact Center
AI bots hand over a dialogue to an agent if it is unable to process the request. Omnichannel dialogue routing sends calls to the best available agent based on numbers, skills, geography, IVR prompts, CRM data, etc. Enhanced routing options including white-listing, black-listing and VIP customer routing. Supervisors can always intervene (e.g. add agents or change their presence) through a UCC Management web portal.
Advanced Agent Desktops
Our WebAgent provides users with omnichannel cloud contact center, CRM and workstream collaboration functionality in a single pane of glass. As a stand alone solution or integrated to Dynamics 365, Salesforce, ServiceNow, SapC4C, Bullhorn or over 30 other CRM systems. It lets you extend your cloud contact center and business applications to remote office or work-at-home agents and knowledge workers.View our integrations >
Reporting and Realtime Dialogue Management
Historical reporting and real-time 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.
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 and ERP solutions.