WebAgent | Anywhere365

WebAgent The powerful desktop tool for contact center agents and knowledge workers

Standalone or integrated to Dynamics 365, Salesforce, ServiceNow or Microsoft Teams, WebAgent provides users with cloud-based omnichannel contact center, CRM and workstream collaboration functionality in a unified desktop interface.

Improve Agent Productivity

Collaboration, real-time performance data and CRM tools are provided in a single pane of glass.

Improve Customer Experience

Advanced Timeline and CRM data provides all users with a complete picture of the customer journey.

Ease of Use

Cloud-based WebAgent is deployed without any desktop installation making rollout and upgrades quick and painless.

Work from Anywhere

Extend Anywhere365 and your business applications to remote office or work-at-home contact center agents and knowledge workers.

Learn how WebAgent natively integrates with these popular CRM and team collaboration applications

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 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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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 Microsoft Teams

Improve workforce efficiency and personalize the customer experience by giving users the communications, collaboration and CRM tools they need in a single Teams desktop interface.

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Engage customers in channel of their choice

Omnichannel support for voice, chat, email, video, IoT messages, bots or social media including WhatsApp, Facebook, Messenger, Twitter and Telegram.

Personalize the customer experience with CRM

In addition to Dynamics 365, Salesforce, ServiceNow and BMC, WebAgent integrates to over 30 other CRM and ERP systems.

Share the customer journey across the enterprise

Anywhere 365 Timeline shows the entire customer journey from initial contact to closing, including interactions transferred outside the contact center, and logs the information in CRM.

Improve customer service with first call resolution

Agents can easily conference or transfer interactions to other agents, skill groups, or subject matter experts to ensure customer issues are dealt with the first time they call.

Call and Chat recording for compliance and quality assurance

Tag and track recordings in management reports and CRM systems to ensure compliance and agent quality monitoring.

Agent Wrap-up timers ensure work quality

Automatically puts agent into a discharge state to perform post-dialogue tasks, such as updating CRM, before receiving another interaction.

Supports migration for the entire Microsoft UC ecosystem

Anywhere365 WebAgent runs in the Azure cloud and supports Skype for Business Online and on-premises, Office365 Phone System, Microsoft Teams and WebRTC voice.

Full Agent and Supervisor Experience in one client Agent

Agent
Supervisor

Customer recognition

CRM integration automatically pops customer records before the call is answered.

Advanced Timeline

Understand the entire customer journey from their standpoint.

Queue overview

View queue activity and take appropriate action to ensure KPI’s are being met.

Agenda

Easily view the availability of colleagues to ensure calls are sent to best available resource.

Reason code

Agents input codes to track interaction outcomes for business intelligence reporting.

Wrap-up Timer

Gives agents time to accurately process post call administrative tasks.

Agent Call Recording

Record inbound, outbound and internal calls and chats to ensure compliance, call quality and agent training.

Real-time Monitors

View contact center performance and take appropriate action to ensure KPI’s are being met.

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