Reporting & Dialogue Intelligence | Anywhere365

Reporting & Dialogue Intelligence

Anywhere365 features robust and comprehensive reporting and analysis tools that manage the complexity and optimize the performance of your omnichannel contact center environment.

Powerful and actionable business intelligence

Focus on the KPI’s that will positively impact business workflows, improve customer service and streamline operations with comprehensive business intelligence tools.

Map the entire customer journey

Anywhere365 manages and reports on customer dialogues from initial contact to final resolution across the entire enterprise, not just the contact center.

Constantly improve customer service

Record, measure and analyze agent performance and effectiveness, and benchmark them against their peers to continually improve customer service.

Reporting and Realtime Management

Historical reporting and real-time Wallboards monitor contact center operations and identify service affecting issues at every touchpoint in the omnichannel customer journey. Web-based Wallboards enable ongoing visibility into call center performance from anywhere and on any device. Anywhere365 gives your contact center supervisors the information they need to meet service levels and exceed your customers’ expectations.

Deep Dive Business Intelligence

Microsoft Power BI tools combine with advanced Anywhere365 data for drill-down analysis and actionable business intelligence. Build custom dashboards and zoom from a global to granular view of Anywhere365 data for your specific business intelligence needs. Most importantly, non-technical end-users can easily customize dashboards to deliver exactly the information they need.

Advanced Timeline

The Timeline feature provides a visual record of all the contact moments associated with a customer dialogue: from initial interactions with an IVR, Bot, queue, agents or employees, and on to final resolution. Anywhere365 combines the Timeline with CRM data, adding contextual intelligence to the dialogue that is extended to the entire enterprise, giving everyone a complete view of the customer’s experience.

Forecasting

Use historical performance data to create “what-if” scenarios of agent requirements to maintain desired service levels should traffic volumes fluctuate. Plan for future campaigns, holidays or busy periods. Ensuring properly allocated resources positively affects the customer experience—and your bottom line.

Recording and Quality Monitoring

Record inbound, outbound and internal calls and chats. Tag and automatically log recordings and transcripts in your reports and CRM systems for agent coaching, quality monitoring and compliance purposes. With the Speech to Text integration, the dialogue transcript can be written back automatically to your CRM system. The Screen Recording feature provides a full record of the interaction between agents and callers and stores the record in SharePoint for easy access and playback.

Workforce Management and Integrations

Anywhere365 Workforce Management (WFM) provides supervisors with the tools to record calls and use Surveys to rate agents for Quality Monitoring purposes. Supervisors can listen to, whisper and barge in on calls for training purposes or to immediately mitigate customer issues. Anywhere365 also provides integrations to popular 3rd party WFM systems including Verint, Injixo, Nice and CCMath.

Similar platform elements

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 no code tool for designing and programming customer dialogue flows

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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.

Learn more

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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Real-time Wallboard

The RealTime Web Wallboard visualizes the state of a UCC.

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Bridg

Bridg CRM extends Anywhere365 Dialogues input to Mobile.

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