Introducing Dialogue Cloud
The AnywhereNow suite of products is a complete customer dialogue management application that helps you communicate with clients in ways that suits you both. Until recently, customer “Call Centres” were only expected to manage traditional phone calls. The proliferation of modes of communication made possible by computers and mobile phones provides the convenience of choice but presents a great challenge for managing client communications in an efficient way. The AnywhereNow Dialogue Management solution offers a powerful and scalable solution to your customer communications needs, regardless of how they contact you.
Routing Dialogue to the Right Person. Anytime, Anywhere
AnywhereNow Dialogue Management intelligently routes and manages inbound, outbound and internal communications. In the case of an incoming phone call, for example, AnywhereNow can request user input or automatically identify and associate a call to a client file in your Customer Relations Management (Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers.) database so that it is routed to the appropriate customer service representative. If the same client sends an SMS message later, it will also automatically be associated with their file, so it is possible to easily access and trace all informational, sales and support communications.
Manage Dialogue
An AnywhereNow Dialogue Management solution can be set up to manage the following communcations:
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Inbound Dialogue Dialogues from a customer to a Contact Center (A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.).
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Outbound Dialogue Dialogues from an agent to customer or colleague.
Note
This requires the Interceptor to be configured
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Direct Dialogue: Dialogues that take place when a customer or colleague contact an agent directly.
Note
This requires the Interceptor to be configured.
Remove unnecessary dialogues
AnywhereNow uses sophisticated algorithms to streamline the process of matching a caller to the best agent with the least interactions. To accomplish this we make use of the following:
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Presence Based Routing Because AnywhereNow is combined with the Microsoft Teams and Skype for Business presence state of call agents is available. This makes it possible to optimize queues by forwarding calls only to those agents that are available. This results in shorter wait times for customers.
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Agents are hunted based on their Skill scores. The Agent with the highest score on the required Skill will be selected first. One of the major advantages of AnywhereNow is Skill Based Hunting. This makes it possible to select call agents based on their skills. This means that customers will be connected to only those call agents that are actually able to help them. Learn More
Dialogue Intelligence
A great deal of the management of the dialogue is happening in the background on the server. To give supervisors, agents and administrators insight into the platform, AnywhereNow offers the following Dialogue Intelligence:
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Real-time The UCC can be monitored real-time using for example the Snapper or the Inflight Wallboard:
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Snapper Extend the Microsoft Teams client with AnywhereNow information, like Agent info, Dialogue info and Statistics.
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Inflight WallboardThe Inflight Wallboard is a graphical interpretation of your UCCs displaying realtime information about Agents and Queues.
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Historic All dialogue information will be stored in a SQL database, this enabled historic information to be visually displayed.
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Power BI Template With the power of Microsoft's Power BI, you can now easily analyze rich data and gain valuable insights into your business operations
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