Native Microsoft Teams Contact Center - Anywhere365®

Anywhere365 Direct Routing
Contact Center for Microsoft Teams


Choose The World’s First Certified Microsoft Teams Contact Center.

#1 Microsoft Teams Direct Routing Contact Center

As Microsoft’s first officially certified Cloud Contact Center and Dialogue Management solution, Anywhere365® is able to leverage the (voice) capabilities of Microsoft Teams. Direct routing enables your contact center agents and knowledge workers to make and receive calls from Microsoft Teams. Route calls directly to Teams powered agents with all our rich features, such as Call recording, Real-time Translation, IVR, Supervisor, Reporting, Wallboards and many more.

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Easy to use for anyone

No required courses or expensive consultancy. Designated employees can easily design dialogue flows by themselves with zero code.

Smart routing from self-service to live agent

Improve customer service and reduce costs. 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. Throughout the entire enterprise.

World's First Certified Teams Contact Center

Integrating contact center capabilities into Teams has become a common need for global enterprises. That’s why Microsoft initiated a certification program for Teams contact centers in May 2020. Being a Teams native solution, Anywhere365® was a global launching partner.

Since January 2021 we are officially the world’s first certified Microsoft Teams Contact Center.

Other awards & recognitions

Rethink Contact Centers

Modern contact centers are much more than a support solution. We need to realize that any employee can at some point become the contact center. And integrating CRM-data into your business operations can amaze customers with the ultimate service experience. Our technology enables that shift.

We can deliver all relevant customer data and powerful interaction capabilities to your entire workforce. Straight from the robust Azure ecosystem, directly into the Teams client that employees are already familiar with.

Zero Code Design with Anywhere365® Dialogue Studio

Effortlessly automate support desk or contact center dialogues. The zero code Anywhere365® Dialogue Studio allows contact center managers, supervisors or other designated users to design and publish dialogue flows all by themselves. Dialogue Studio lets them simply drag and drop nodes without codes to a canvas, and painlessly deploy with the click of a button.

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Anywhere, at Anytime, by Anyone

When working from home or any other remote office, you need a logistical distributed working environment, in a secure infrastructure. The Anywhere365® Dialogue Cloud ensures security, consistency and constantly improved customer engagement from any device, any channel, location or time zone.

Contact Centers from Home: read our blog

Omnichannel Dialogue routing

Engage your customers effortlessly across any communications channels of their choice, while ensuring the context and history of the dialogue always moves with them. We make it easy for you to route dialogues based on numbers, skills, geography, IVR prompts, CRM data, white or black-listing and VIP customer routing.

What do we mean by omnichannel?

Seamless Integration with The Most Essential Business Tools

Anywhere365® is developed with information sharing in mind. Therefore, it is possible to create an interface with any other system. We have deep integrations into 30+ CRM, ATS and ITMS systems.

Anywhere365 for SAP C4C

From their ServiceNow client agents can receive and send calls, chats, emails and video and have the customer information automatically displayed and directly linked to the CRM record.

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Anywhere365 for Servicenow

From their ServiceNow client agents can receive and send calls, chats, emails and video and have the customer information automatically displayed and directly linked to the CRM record.

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Anywhere365 for Salesforce

Turn Salesforce into an omnichannel cloud contact centre and dialogue management solution for Microsoft Teams, Skype for Business or Office365 Phone System.

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Anywhere365 for Microsoft Dynamics 365

Nested inside the Dynamics 365 interface, WebAgent provides users with cloud-based omni-channel contact center functionality without having to move between applications.

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FAQ

What is a Microsoft Teams Contact Center?

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.

How do you optimize Microsoft Teams with Contact Center?

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

What is direct routing for Microsoft Teams?

Direct routing leverages the voice capabilities of Microsoft Teams so that contact center agents and knowledge workers can make and receive calls within 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 you can route dialogues based on numbers, skills, geography, IVR prompts, CRM data white or black-listing and VIP customer routing.

What is a Connected Contact Center for Microsoft Teams?

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 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.

 

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Rethink contact center.

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