Contact center | Anywhere365

Anywhere365 Contact Center for the Microsoft UC Ecosystem

Reimagine your Contact Centre for Business Communications and Workstream Collaboration.
Anywhere365 is the feature-rich, omnichannel Contact Center solution built natively on and exclusively for Microsoft Teams, Skype for Business and Office 365 Phone System.

Everyone’s in the contact center

Manage customer interactions over your entire enterprise, not just the contact center, and ensure customers achieve first call resolution

Empower your agents

Agents can process omnichannel customer dialogues from their preferred CRM client, UC desktop or mobile device

Knowledge is Power

Comprehensive reporting, real-time dashboards and quality monitoring tools ensure customer are delighted with your service

Omnichannel capability

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.

AI-enabled IVR/ICR

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.

Intelligent Routing

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.

Mobile Agents

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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Rethink contact center.

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