managed dialogues with anywhere365 for lync - the business enterprise realtime dialogue management
TRANSCRIPT
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
+31 (0) 88 1200 600
