Features - Attendant Console for Dialogue Cloud
With Attendant Console for Dialogue Cloud you can harness the power of AnywhereNow's Dialogue Cloud to enhance your dialogue management experience.
The Attendant Console for Dialogue Cloud provides you with the following advanced features:
Highly Customizable Layout
- Each operator can customize layout to their specific needs
- Multi-language support
- Widget library provides you additional useful functionality
- Stand-alone web interface or embedded directly in Microsoft Teams
Sophisticated Call Handling
- Easily manage multiple incoming Direct Routing calls
- Standard call controls (Answer/End/Hold-Resume/Dial-pad)
- Clearly displayed caller details such as waiting time, caller information...)
- Easy internal* and external transfers, including blind or consultative transfers
*Internal transfers are only available to Enterprise voice licensed users.
Advanced Queue Management
- Harnesses AnywhereNow Dialogue cloud's advanced routing process/algorithm
- Advanced Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. (Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent.) as well as Power Apps
- Monitored and Joined queues selection
- Compatible with standard Dialogue Cloud functionality (Dialogue Studio, Call Recording, Supervisor tools, etc.)
- Shares Dialogue Cloud configuration with WebAgent
Powerful OmniDirectory Capabilities
Our OmniDirectory holistic caller identification technology makes it possible to identify incoming callers using multiple sources such as:
- Formerly known as Azure Active Directory (or Azure AD, or AAD) Contacts
- Teams presence status
- Personal contacts
- Group contacts
- Favorites list
- Contact details and contact notes
- Microsoft365 Agenda widget
Relevant and Detailed Reporting
- AnywhereNow's Inflight Wallboard and Snapper provide you with an overview of essential parameters in real time
- Microsoft's Power BI uses interactive data visualization to give you graphic insight into your operations
Attendant Console for Dialogue Cloud allows you to take advantage of features from both the Attendant Console as well as AnywhereNow's Dialogue Cloud.