managed dialogues with anywhere365 for lync - the business enterprise realtime dialogue management

ANYWHERE365 for LYNC 2010 / LYNC 2013

We manage realtime dialogues : ANYWHERE365

www.workstreampeople.com/anywhere365

EVERYONE IS A CONTACT CENTER

“Due to its design philosophy, the versatility of

Anywhere365 is limitless, so your implementation

is only bound by your own imagination. “

”Rethink Contact Center”

“We must do something revolutionary with our business

communications rather than trying to shoehorn old world

solutions to new problems.”

Vicente Fraser

Chief Information Officer

London School of Business & Finance

BIG DATADialogue intelligence

Role Model Based Dialogue Management

Rethink Contact Center

Dialogues need all people involved. Inside and Outside.

ANYWHERE365 – ROLE MODELS

Rolemodels. Where do we fit?

Reception

Customer Service

Service / Support Desk

Student Administrations

Organizational Departments (such as HRM)

Management Team(s)

Boss/Secretaries

Knowledge Groups

Lync client is the first choice ‘agent’

desktop. On any device available.

Rethinking the Contact

Center: a powerful

dialogue management

system.

Developed from scratch

using Microsoft Lync and

seamlessly integrated with

Microsoft’s ecosystem of

products

Low touch installation,

configuration and

maintenance

Easy global setting

management as well as

customization functionality by

end user.

Extremely powerful

data mining and

business intelligence

capabilities

ANYWHERE365

Value Proposition

Feature Complete:

UX Presentation(s)

Integrations

Intelligence

Workforce Management

Routing Capabilities

Supervisor

Feature Complete:

UX Presentation(s)

Integrations

Intelligence

Workforce Management

Routing Capabilities

Supervisor

Feature Complete:

UX Presentation(s)

Integrations

Intelligence

Workforce Management

Routing Capabilities

Supervisor

Feature Complete:

UX Presentation(s)

Integrations

Intelligence

Workforce Management

Routing Capabilities

Supervisor

perfect customer journey

insights with

Anywhere365 for Lync

Presentation of all contact events during 1 channel ‘dialogue’

Transfers, durations visual, even what happens after a transfer, in and outside your business

Integrate partners within your dialogue customer journey

CRM Integration

Present combined CRM information on Popup screen

Based on Line Uri, email or SIP address

Direct access to the right place in CRM

Automatic the perfect placeholder to your CRM data

All your database / backoffice systems / content

CRM Integration

Present combined CRM information on Popup screen

Based on Line Uri, email or SIP address

Direct access to the right place in CRM

Automatic the perfect placeholder to your CRM data

Reception Attedendant

• Reception

• Secretary

• Call Management

• Transfers

• Identify Caller

• Display earlier

transfers

• Missed Calls

• Queue

• Exchange, SMS &

Chat Integration

Reception Attendant

• Reception

• Secretary

• Call Management

• Transfers

• Identify Caller

• Display earlier

transfers

• Missed Calls

• Queue

• Exchange, SMS &

Chat Integration

Reception Attedendant

• Reception

• Secretary

• Call Management

• Transfers

• Identify Caller

• Display earlier

transfers

• Missed Calls

• Queue

• Exchange, SMS &

Chat Integration

Dialogue Intelligence Timeline

With Anywhere365 for Lync

SERVICEDESK WALLBOARD

Dialogue Intelligence Timeline

With Anywhere365 for Lync

perfect customer journey

insights with

Anywhere365 for Lync

Presentation of all contact events during 1 channel ‘dialogue’

Transfers, durations visual, even what happens after a transfer, in and outside your business

Integrate partners within your dialogue customer journey

The “Call Workload Overview”

item displays all the

conversations per Agent. The

table is cut in two parts. The first

parts show the first line Agents,

these are the Agents that are

configured in Anywhere365. The

second part are the second line

Agents, these are the Agents the

first Agents transferred the

Conversation to, and this can be

an Agent that is not configured

in Anywhere365.

This report displays all useful

information of one Agent. In this

view that displays what an Agent

was doing. The report contains

the following items:

1. Calls / Chats

2. Agent Summary

3. Agent Status Per Day

4. Agent Status Overview

5. Agent Callers

6. Parameters

Total Caller displays all

information relevant to all the

Callers. From here you can

zoom in on a single Caller or

continue to one of the other

chapters. The report contains

the following items:

1. Calls Workload Overview

2. Hunting Time Overview

3. Talk Time Overview

4. Parameter

The “UCC Summary” item

quickly displays all relevant

information about that UCC in

one simple overview. The item

contains the following items:

1. AQT CALL

2. AQT CHAT

3. ATT

4. CALL QT

5. CHAT QT

6. ACC

7. MCC

This report displays all useful

information of Conversations.

This can be of all Conversations

or of a selection of

Conversations, depends on the

parameter configuration. The

report contains the following

items”:

Conversations

Parameter

perfect customer journey

insights with

Anywhere365 for Lync

Presentation of all contact events during 1 channel ‘dialogue’

Transfers, durations visual, even what happens after a transfer, in and outside your business

Integrate partners within your dialogue customer journey

Heatcharts Presentation

The net number map, lets you

see where your callers are calling

from. This is only available for

caller whom calling from a fixed

number.

Contact Us ANYWHERE365

gijsg@workstreampeople.com

+31 (0) 88 1200 600