Enterprise communications | Anywhere365

Anywhere365 Dialogue Management
for the Microsoft UC Ecosystem

Drive the digital transformation of your communications, workstream processes and customer service strategies.

Empower workforce efficiency across your entire enterprise and transform your customers’ experience into your competitive advantage with Anywhere365.

Improve Employee Collaboration

Manage interactions over your entire enterprise, breaking down the organizational silos created by typical contact center point solutions to provide superior customer service.

Knowledge is Power

Add history and context from your business applications to omnichannel interactions and extend this functionality to the entire organization regardless of their location or role.

Enable Innovation

Flexible and extensible, Anywhere365 enables innovative custom solutions with API’s and integrations to Microsoft Flow, PowerApps, Azure Cognitive Services and over 30 CRM and ERP solutions.

Omnichannel capability

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.

WebAttendant

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.

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 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.

Drive satisfaction and long term loyalty

Anywhere365 helps you manage the Total Customer Experience, from initial contact to final resolution, over your entire enterprise. Providing customers with personalized service over the channel of their choice is a key driver of customer loyalty and provides competitive immunity for your business.

Dialogue Intelligence for Power BI

Gain a competitive advantage by giving your business a holistic view of the entire customer experience

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Webchat Plus

Chat with a group of users, instead of an individual, by starting a chat with a single contact.

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Dialogue studio

Anywhere365 Dialogue Studio is a tool for designing and programming flows

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Reception Attendant

The Reception Attendant improves the Call Management of the Reception.

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Reporting & Dialogue Intelligence

Gain a competitive advantage by giving your business a holistic view of the entire customer experience

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Web Wallboard

The RealTime Wallboard visualizes the state of a UCC.

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Indialogue bot

The Bot FrameWork integration extends Anywhere365 with multiple dialogues and a bot option.

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Inflight Snapper

The Inflight Snapper provides everything you need to become an UCC Agent or Supervisor, wherever you are. Extend the Skype for Bus

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Rethink contact center.

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