ISG Provider Lens™ 2023: Anywhere365 is Global CCaaS Product Challenger for the Microsoft Ecosystem

The ISG Provider Lens™ named Anywhere365 a Product Challenger in their CCaaS quadrant report. Though high-end CCaaS is just one use case we deliver, ISG reckons Anywhere365 to keep winning market share in the space. At the same time we’re outpacing competiton in other areas of Dialogue Management – between people, bots and machines.

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Continual Innovation

From its conception, Anywhere365® Dialogue Cloud platform is designed to be highly intuitive, ensuring quick user adoption, high productivity and great EX.

User-friendly Platform

Anywhere365 WebAgent workplace integrates with over 30 CRM systems to increase productivity, empowering hybrid working teams to provide the best CX.

WebAgent for Hybrid Work

Anywhere365 WebAgent workplace integrates with over 30 CRM systems to increase productivity, empowering hybrid working teams to provide the best CX.

Comprehensive Reporting

Reporting & Analyses captured in PowerBI dashboards enable comprehensive business and dialogue intelligence, and immediate remedial action when required.

Challenging A Market In Transition

The 2023 ISG Provider Lens™ CCaaS Report evaluates the capabilities of dozens of providers across four quadrants, quite uniquely positioning more innovative and challenging vendors like ourselves next to industry dinosaurs. The research report compares strengths, challenges and competitive differentiators.

Anywhere365 in ISG Provider Lens Study
The ISG Provider Lens™ Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG’s global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG’s enterprise clients. The research currently covers providers offering their services across multiple geographies globally.

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What Most Analysts Don't Tell You

In some industry reports Microsoft-centric vendors seem to be insignificant, because they are not easily captures in a made-up category. The truth is that the real transition of the contact center concept has only just begun. And it’s way more fundamental than transitioning from legacy to CCaaS.

We need to start rethinking the concept of contact center and shifting the paradigm. Enterprise-wide dialogue management is about creating mindblowing customer experiences. The only way to get there is putting the customer center stage and de-siloing technology into 1 ecosystem.

If there’s a winning ecosystem for business communications, it’s Microsoft. Over 270m people use the Teams platform for more than 6bn dialogues each year. No, it’s not built as a contact center solution, but it is a foundational framework of an entire communication ecosystem.

ISG recognizes Anywhere365 have a laser-like focus on that Microsoft stack, with Teams at the heart of our vital dialogues. And our growth numbers, innovation awards and analyst recognitions show that wasn’t a bad decision 😉

“Anywhere365 enables clients to transform into modern, AI driven, advanced CX companies. The Product Challenger positioning demonstrates the strength of their portfolio as they move towards further market penetration which will allow them to join the leaders grouping.”

Kenn Walters, lead analyst ISG

Anywhere365 Differentiators According to ISG

Fully leverage all customer investments in the Microsoft stack
Native to Microsoft Teams, offers significant ease of use and large-scale adoption by agents
Complete chatbot and voice bot automation through unique low-code/no-code Dialogue Studio
Quick deployment by partner utilization within a day, with a new deployment API
Consumption-based rather than seat-based pricing model, allowing flexible scaling and correct sizing and cost for clients
Unique centralized dialogue reporting throughout the entire enterprise

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Why ISG Analysts Name Anywhere365 as a Product Challenger

Anywhere365® is a Product Challenger in the ISG Provider Lens™ Quadrant research. They are committed to delivering exceptional technology and service, enabling customers to streamline their CX initiatives.

Anywhere365® Dialogue Cloud offering was conceptualized from a vision to reduce all unnecessary dialogues and converge all data from available sources to make customers part of the business processes.

This process enables phenomenal omnichannel CX and automates dialogues to enhance productivity. Anywhere365® is uniquely built to the entire Microsoft 365 ecosystem. It utilizes Azure and ACS for architecture, Teams as a user environment and PowerBI for reporting and intelligence.

Anywhere365® exhibits healthy revenue growth and stable finances, yielding an accelerated global market share and partner ecosystem growth. Its customer reputation is excellent, evidenced by a client churn rate of less than 2 percent in 2022.

Anywhere365® software enables clients to transform into modern data-driven CX companies. It routes dialogues to hand customers the right information at the right time, regardless of location, channel or device.

AI bots utilizing customer CRM data answer routine questions fast and accurate. Dialogues that cannot be handled by bots are routed to live agents based on criteria such as skills, geography and CRM data. With Aviator capabilities, these agents can work fully augmented to deliver epmathy at scale.

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