Direct Routing Contact Center for Microsoft Teams | Anywhere365

Direct Routing Contact Center for Microsoft Teams

Direct routing allows customers to enable their users to make and receive calls within 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, such as; Call recording, Real-time Translation, IVR, Supervisor, Reporting, Wallboards and many more.

Enable Customer Self-service

IVR and Integrated Chat Response (ICR) routing options improve customer service and reduce costs.

Improve Agent Productivity

Azure AI Bots process routine customer interactions leaving complex dialogues for live agents.

Enhance Business Intelligence

Timeline and Power BI reporting capture, analyze, and archive interactions over the entire customer journey.

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.

Smart routing connects the customer to the right agent

Anywhere365 intelligently routes dialogues to the best agent, knowledge worker or employee, ensuring customers enjoy first contact resolution of their issues.

Configure Smart Routing options in the SharePoint settings

It is possible to regulate, based on a regular expression the number(s) to a specific skill. With this feature you are able to route specific numbers or number plans to specific skills. This feature can be used together with a SharePoint workflow, or an Anywhere635 Timer Job, to schedule a specific situation when specific routing can work.

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