Productivity Results

Extension window can provide an interface between a back office system and one or more UCC’S (Unified Contact Center). This interface (Extension window) significantly improves the service provided to a caller and the productivity of Agents.

 

The Microsoft Teams and Skype for Business Extension windows are used to add functionality to Microsoft Teams and Skype for Business conversation windows. In this case to provide back office based information to an Agent and to offer direct and relevant links to back office system during a conversation
In just one-click the Agent is connected to the back office and with that to all instant (related) customer and contact information. This information can be used for service management (service cases/incidents), sales (opportunities) etc.

 

More info

Key Differentiators

 

 

 

Caller Recognition

Instant customer information

One-click Customer Information

One-click Contact Information

Caller Recognition

Instant related customer information

One-click Detailed related customer information



Extension Window

Customer Contact Scenario

 

 

Resource

You can see the difference in total time it takes to see customer information without and with Anywhere365 and Extension Window.

The difference per call is 100 seconds.

The difference

20 sec With
120 sec Without

ExtensionWindow and Anywhere365 Timeline

No Interface

120 seconds

 

  • Pick up call
  • Ask for name
  • Open or switch to another application
  • Search for customer via name or number or use copy/paste
  • Verify customer details
  • Look for contact details
  • Look for related customer information

Extension Window

20 seconds

 

  • Pick up call
  • Verify customer details
  • One-click: open related customer information

Conclusion

With Anywhere365 and Extension Window you gain 100 seconds per call.

 

 

The Microsoft Teams and Skype for Business Extension windows are used to add functionality to Microsoft Teams  and Skype for Business conversation windows. In this case to provide back office based information to an Agent and to offer direct and relevant links to back office system during a conversation.
In just one-click the Agent is connected to the back office and with that to all instant (related) customer and contact information. This information can be used for service management (service cases/incidents), sales (opportunities) etc.

Anywhere365 and Extension Window =
gain time + productivity + customer satisfaction + more!​​

If you have 1.500 calls per week that is 1.500 x 100 = 150.000 seconds, which
means you gain 41 hours per week. That is similar to >1 FTE per week.
That is lots of time (and money) saved.