Anywhere365^® Wins Global Excellence Award: Most Innovative Cloud Contact Center 2021

I’m happy to share that we have added a new award to our prize cabinet! Anywhere365^® Dialogue Cloud received a Global Excellence Award for the Most Innovative Cloud-Based Contact Center Platform. I’d like to thank my team for all their hard work that has lead to this and many other awards. And of course our trusted partners and customers who work with our Dialogue Cloud on a daily basis.

This award confirms an earlier honorable mention by Gartner in their 2020 Magic Quadrant report for cloud contact centers, our industry-first certification by Microsoft as a Connected Contact Center for Microsoft Teams, and many other recognitions. If you’d like to learn more about Anywhere365^® or the award, I’ve included the interview below.

Interview For Most Innovative Cloud Contact Center

Journey With Microsoft

Anywhere365^®, since its beginning, has built its solutions almost exclusively to Microsoft platforms like Lync and Skype for Business, and now Teams. The COVID-19 pandemic spiked the use of Microsoft Teams in the triple digits and Anywhere365^® saw their business grow almost as hard. While the transition from Skype for Business to Microsoft Teams has been tough at times, Anywhere365^® has followed their journey with Microsoft, focusing on delivering a state-of-the-art Microsoft Teams contact center application.

‘It Is Not About The Contact Centre’

Surprisingly though, the winner of the Most Innovative Cloud-Based Contact Centre Platform 2021 is actually not about the contact centre. The company has embraced an enterprise-broad vision that goes beyond the contact center, which they call Dialogue Management. Anywhere365^® believe and have proven in many global enterprises that the way forward for enterprise communication and customer engagement is not growing your contact centre. Founder and CEO, Gijs Geurts said: “It is about growing the intelligence in your business communications, so that you can reduce your unnecessary dialogues in every channel and every handler, whether they are human or AI driven.”

Enterprise Dialogue Management Approach

“The difference between the contact centre approach and the Dialogue Management approach is that we believe that everyone in an organization is part of any dialogue. That is possible with a unified communications and collaboration platform like Microsoft Teams,” said Geurts. “With a large proportion of businesses using Microsoft Teams, there’s no reason for a business to maintain two versions of presence, one for agents and one for enterprise users. Anywhere365^® doesn’t introduce the concept of agent presence; we leverage Microsoft Teams presence for our users.”

Voice, chat, email, social media, video or bots: Anywhere365^® lets you engage your customers effortlessly across communications channels. At any time and from anywhere. There is real-time text-to-text, speech-to-text and text-to-speech processing and translation in place for over a dozen languages.

Direct Routing And AI

Anywhere365^® AI voice bots and chat bots can handle routine requests, leaving more complex dialogues to live agents. Or any other Microsoft Teams user in the organization. The routing can be based on numbers, agent skills, geography, CRM data, VIP customer routing and many more. The CRM data, context and history of the dialogue always moves with the customer, ensuring customers enjoy first contact resolution of their issues.

What’s also great is that Anywhere365^® supports a myriad of desktop environments, allowing agents and supervisors to access customer data, monitor service levels and easily transfer interactions from a single pane of glass. There are over 30 CRM integrations in place. From Salesforce and Bullhorn to Microsoft Dynamics, SAP C4C and even ServiceNow for IT helpdesks. This means that the workforce doesn’t have to switch between different point solutions, allowing for faster call handling, saving costly time and over-delivering to the customer’s expectation.

What we’ve also found, was that, due to the robust, highly scalable and extremely flexible implementation, Anywhere365^® has been built to easily incorporate future business requirements without significant additional overhead.

Track, Monitor And Measure Performance

Of course Anywhere365^® lets you record, measure and analyze agent performance and effectiveness, and benchmark them against their peers to continually improve customer service. But tracking your Contact Centre Success won’t cut it, Anywhere365^® states. CEO Geurts: “Your contact centre can be very successful, but your customers can still be upset. Customer dialogues simply don’t always end in the contact centre.”

Anywhere365^® lets businesses report on customer dialogues from initial contact to final resolution across the entire enterprise, not just the contact centre. Comprehensive business intelligence tools detect dialogue patterns, capacity bottlenecks or compliance violations and help to positively impact business workflows, improve customer service and streamline operations. If you wish to find out more, please visit anywhere365.io.