Anywhere365^® WebAgent
for Microsoft Teams

A Microsoft Teams Contact Center allows omnichannel customer communication through a single pane of glass. Whether they are in the office space or at home. This will lead to a reduction in overhead costs, an increased workforce efficiency, easier insights into the customer lifecycle and an omnichannel customer experience.

The contact center is one of the places with a continued demand for a lifeline for remote work. In July 2020 Gartner wrote a report on the importance of optimizing Microsoft Teams with Cloud Contact Center.

Gartner sees 3 scenarios for contact center integrations with the Teams platform:

1. Wait for Microsoft to deliver contact center functionality
2. Choose a BASIC Microsoft Teams integration
3. Choose a NATIVE Microsoft Teams integration

Direct routing leverages the voice capabilities of Microsoft Teams so that contact center agents and knowledge workers can make and receive calls within Microsoft Teams. Customers are engaged effortlessly across the communications channels of their choice, while ensuring that the context and history of the dialogue always moves with them. Within Anywhere365^® Direct Routing Contact Center for Microsoft Teams you can route dialogues based on numbers, skills, geography, IVR prompts, CRM data white or black-listing and VIP customer routing.

Microsoft Teams now has more than 115 million daily active users. The contact center is one of the places with a continued demand for a lifeline for remote work. Now that integrating a contact center solution with Microsoft Teams is a common need for enterprises, Microsoft Corporation has initiated a Connected Contact Center certification program in May 2020. In January 2021 Anywhere365^® was announced the world’s first certified direct routing Connected Contact Center for Microsoft Teams.