Voice, chat, email, social media, video or bots, the omnichannel Anywhere365 lets customers effortlessly engage businesses over the communications channels of their choice. Timeline and CRM data add history and context to the dialogue and extends this functionality to the entire enterprise; not just the contact center.
With Anywhere365 IVR and ICR (Integrated Chat Response) you can create menus and route calls/chats based on customer input in a flexible and easy to manage menu. Azure Cognitive Services provide real-time language detection for speech in 11 languages and chat translation in 60 different languages.
Omnichannel dialogue routing allows routing calls based on numbers, skills, geography, IVR prompts, CRM data, etc. Enhanced routing options including white-listing, black-listing and VIP customer routing.
Advanced Agent Desktops
Standalone or integrated to Dynamics 365, Salesforce, ServiceNow, BMC, Microsoft Teams or over 30 other CRM systems, WebAgent provides users with omnichannel contact center, CRM and workstream collaboration functionality in a single pane of glass. Cloud-based WebAgent lets you extend your contact center and business applications to remote office or work-at-home agents and knowledge workers.
Reporting and Realtime 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.
Outbound Dialing options
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.
Anywhere365 Bridg 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 contact centre 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.
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