Voice, chat, email, social media, video or bots, the omnichannel Anywhere365 lets customers, partners and employees effortlessly collaborate 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.
Give callers a great first impression with the Anywhere365 Reception Attendant console. Integrated directory search, calendar integration and presence information of all corporate contacts enhance the potential for successful first-call transfers. The advanced Timeline provides direct access to the caller history and who they spoke to previously. Chat integration allows attendants to message contacts when immediate interaction is required.
Mobile and Remote Workers
Anywhere365 extends omnichannel dialogue management, Timeline and CRM data to the remote office, work-at-home or mobile iOS/Android handset user. External employees, sales and service reps enjoy the same advanced features as their office-bound counterparts and can easily transfer calls to other colleagues, queues or subject matter experts to ensure issues are dealt with on the first call.
AI-enabled IVR/ICR and Bots
With Anywhere365 IVR and ICR (Integrated Chat Response) you can create menus and route calls/chats based on user 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. Self-learning Azure AI Bots handle routine voice and chat interactions leaving the complex dialogues for live agents.
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 your communications 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.
Recording and Quality Monitoring
Record inbound, outbound and internal calls and chats. Tag and automatically log recordings in your reports and CRM systems for quality monitoring and compliance purposes.
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