Name: Anywhere365
Rating: 8 (1 reviews)
Author: Anywhere365

Help Desk

Web and Video Conferencing

Customer Support

Cross-Browser Testing

Functional Testing

Product Analytics

Text Editors

Version Control

Development

Student Management

Education

Business Intelligence (BI)

Business Process Management (BPM)

Collaboration

Corporate Social Responsibility (CSR)

Enterprise Feedback Management

Enterprise Search

Online Notary

Enterprise

Accounting

Hedge Fund

Travel Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Change Management

Cloud Storage

Complex Event Processing

Configuration Management

Converged Network Adapters (CNAs)

Data Center Cooling

Density-Optimized Servers

Firewall

Fraud Detection

Infrastructure Capacity Planning

Integration Platform as a Service (iPaaS)

Mainframe Monitoring

Managed DNS

Network Performance Monitoring

Privileged Access Management

Remote Desktop

SaaS Backup

Software Components

Storage as a Service (STaaS)

System Monitoring

Unified Communications Monitoring

User Virtualization

Website Hosting

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Channel Management

Content Management

Data Cleansing

Digital Experience Intelligence

Email Deliverability

Email Marketing

Marketing Automation

Mobile Analytics

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Waste Management

Professional Services

Customer Relationship Management (CRM)

Government Contracting

Sales Enablement

Sales

Intrusion Detection

Operational Technology (OT) Security

Security

Aviation

Awards Management

Direct Secure Messaging

Loan Servicing

Vertical-Specific

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Anywhere365 is an enterprise dialogue management platform developed by Workstreampeople B.V. This solution aims to streamline and automate customer interactions across various channels, including voice, chat, email, and social media. According to the vendor, Anywhere365 caters to businesses of different sizes, from small enterprises to large corporations. It is utilized by professionals and industries such as contact center managers, customer service managers, IT managers, receptionists, healthcare providers, retailers, financial services companies, telecommunications firms, and educational institutions.

## Key Features

**Dialogue Intelligence for Power BI**: Anywhere365 combines Microsoft's Power BI tool with its advanced data to create customizable dashboards and visualizations. Users can connect data from Anywhere365 with any data source in their organization, zoom in on specific information, and access comprehensive views of historic data.

**No Code Dialogue Studio**: Anywhere365's No Code Dialogue Studio allows users to design and program customer dialogue flows without the need for coding knowledge. Users can easily create communication flows, build voice bot and chat bot dialogues using a visual interface, and deploy them effortlessly.

**Attendant Console for Microsoft Teams**: Anywhere365 offers a user-friendly Reception Attendant Console specifically designed for Microsoft Teams. Users can transfer calls, take contact notes, set call-back reminders, manage queues, and integrate with calendars. The console provides a modern interface with customizable widgets and can be accessed from anywhere through a browser.

**Attendant Console for Dialogue Cloud**: Anywhere365 also offers a user-friendly Reception Attendant Console for the Dialogue Cloud. It provides features such as call transfers, contact notes, call-back reminders, queue management, and calendar integrations. The console has a modern interface with customizable widgets and is accessible through a browser.

**WebAgent for ServiceNow**: Anywhere365's WebAgent integrates with ServiceNow to enable the receipt and sending of calls, chats, emails, and video in the contact center. The WebAgent provides a comprehensive agent and supervisor experience in one client, offering features like customer recognition, queue overview, advanced timeline, wrap-up timer, reason code, and agenda.

**WebAgent for Bullhorn**: Anywhere365's WebAgent integrates with Bullhorn to facilitate tailored candidate communication based on Bullhorn CRM data. The WebAgent provides a complete agent and supervisor experience in one client, including features such as customer recognition, queue overview, advanced timeline, wrap-up timer, reason code, and agenda.

**Legacy Replacement**: Anywhere365 offers a cloud-based dialogue management solution that replaces legacy contact center systems. This transition eliminates the need for expensive hardware and infrastructure, providing businesses with advanced capabilities and future-proofing their contact center operations.

**Business Innovation**: Anywhere365 enables business innovation by incorporating bots, AI, and machine learning into the dialogue management process. By integrating chatbots and voicebots, businesses can automate simple customer interactions, freeing up agents' time for more complex inquiries. AI technology can provide instant responses, analyze customer sentiments, overcome language barriers, and enhance overall customer relationships.

**CRM Productivity**: Anywhere365 integrates with various CRM and back-office systems, including Microsoft Dynamics 365, Salesforce, Oracle, and TopDesk. This integration allows agents to access customer information directly from the dialogue management platform, enhancing productivity and personalization. By streamlining workflows and automating data entry, it reduces manual effort and ensures accurate and up-to-date customer data.

**Communications Routing Effectiveness**: Anywhere365 ensures efficient communications routing by distributing the right communication to the right person at the right time, regardless of location. Leveraging existing work equipment like Microsoft Teams and Skype for Business, Anywhere365 facilitates seamless collaboration and maximizes agent productivity. Real-time visibility through a wallboard allows monitoring of contact center activity and performance.

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Core

Premium

Optimum

Ultimate

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Anywhere365

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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Anywhere365

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What is Anywhere365?