Anywhere365 WebAgent

Cloud Contact Center Solution
Designed for Dynamics 365

 

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Seamless integration with the most essential business tools.

Anywhere365 is developed with information sharing in mind.
Therefore, it is possible to create an interface between a UCC and any other system.

 

 

Browser Based

No local installation needed

Outbound & Inbound Calls

Click-to-dial and answer directly in Dynamics.

100% Integration

Be part of corporate Dynamics

Case Creation

Create a new case or link to an existing case. Automatically log activity.

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Advanced Timeline

See the customer journey from accepting to forwarding and closing the call.

Contact card

The contact card shows actionable contact options and basic contact details such as; name, jobtitle, address, company etc.

Queue

See which customers are in the queue. You will see the name, number or email address and time spent in the queue. Naturally you can select which customer to take from the queue.

Reason codes

Reason Codes gives customizable statuses to the Agents. They can select a Reason Code directly from the interface, this way an Agent can declare his/her busy and away time.

Voice, Webchat, Text

More possibilities for communicating during a call or when standing by you can easily initiate a chat with a caller or colleague. Extend the chat easily with audio or video.

Wrap-up Time

See and manage your Wrap-up time /Discharge Duration after ending a conversation. The agent can manage the wrap-up from the interface.

Agenda

Easily view the availability of your colleagues and provide much quicker and more accurate client service.

Anywhere365 Web Agent for Dynamics 365

Anywhere365 Web Agent turns Microsoft Dynamics 365 into a powerful tool for contact center agents. Nested inside the Dynamics 365 interface, the Web Agent provides users with cloud-based omni-channel contact center functionality without having to move between applications. Agents can receive and send calls, chats, emails and video all from within Dynamics 365.

Customer information for inbound and outbound interactions are automatically displayed and directly linked to their CRM record. The Anywhere365 Timeline shows the entire customer journey from initial contact to closing, including interactions transferred outside the contact center, and logs the information in Dynamics. Agents enjoy efficiency gains and provide greater customer service through an immediate and complete view of the caller’s information in a single pane of glass.

Anywhere365 Web Agent runs in the Azure cloud and utilizes the Dynamics 365 Channel Integration Framework (CIF) to integrate with the Microsoft Dynamics Unified Interface. This provides the Dynamics 365 client with the ability to integrate with rich Anywhere365 contact center and dialogue management capabilities for agents and supervisors. Anywhere365 Web Agent supports Dynamics 365 online and on-premises for Skype for Business, Office365 (Cloud PBX), Microsoft Teams and WebRTC voice.

See how it works


 

IVR and ICR (Integrated Chat Response)

Create menus and route calls/chats based on customer input in a flexible and easy to manage menu. Supports real-time chat translation in 60 different languages.

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Call and Chat Recording

Record inbound, outbound and internal calls and chats. Tag and track recordings in your reports and CRM systems.

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Call Reporting and Wallboards

Historical reporting and real-time monitoring of contact center operations. Microsoft Power BI tools for actionable intelligence.

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Smart Routing

Omnichannel dialogue routing allows routing calls based on numbers, skills, geography, IVR prompts, CRM data, etc.

Agent Management

Manage agents in real time over multiple contact center groups and skills.

Outbound Dialing options

from click-to-call to Power-Dialing

 

Flexible and extensible, the Anywhere365 platform integrates with Microsoft Flow, PowerApps, Azure Cognitive Services and over 30 other CRM and ERP solutions.

 

 

An industry proven solution that is already
trusted by over 740 customers around the world.

 

Ready to get started?

 

Contact usRequest a demo