Anywhere365® WebAgent
by Anywhere365®

Anywhere365® is a fully featured, truly native Microsoft Teams contact center solution that leverages your existing investment in Microsoft platforms and applications. It is an industry proven solution, trusted by over 1800 global enterprises and early 2021 became the first in the industry to be certified in Microsoft's certification program for Microsoft Teams Contact Centers.

Anywhere365® WebAgent turns any CRM into a powerful tool for contact center agents. Standalone or nested inside the CRM interface, the WebAgent provides users with cloud based omnichannel contact center functionality. When integrated with a CRM, agents will be able to work from a single pane of glass: they can receive and send calls, chats, emails and video. 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 the CRM system. Agents enjoy efficiency gains and provide greater customer service through an immediate and complete view of the caller’s information.

Anywhere365® WebAgent runs in the Azure cloud and integrates with all major CRM, ITSM and ERP systems, providing these clients with rich Anywhere365® dialogue management capabilities for agents and supervisors. Anywhere365® WebAgent is a fully featured extension of your Microsoft ecosystem and supports Dynamics 365 online, Skype for Business, Office365 Cloud PBX, Microsoft Teams, WebRTC and any PABX based on PSTN. In addition to the unified agent experience, WebAgent includes:

• Voice & Chat Bots to take your IVR and ICR (Integrated Chat Response) to the next level

• Azure Cognitive Services to provide real-time language detection for speech and text

• Call and Chat Recording for inbound, outbound and internal calls and chats

• Smart omnichannel routing, based on numbers, skills, geography, CRM data, and more

• Agent Management in real time over multiple contact center groups and skills

• Outbound Dialing options, from click-to-call to Power-Dialing

• Call Reporting and Web Wallboards for both historical and realtime reporting

• Microsoft Power BI tools to easily disclose actionable intelligence

• Integrations with Microsoft Flow, PowerApps, Azure Cognitive Services and over 30 other CRM and ERP solutions.

Anywhere365® WebAgent

Autor: Workstreampeople BV