Designed exclusively for Microsoft Intelligent Communications
Together with Anywhere365, we can support your requirements and enable your users to experience much more than a standard Contact Center deployment. Our hosting options and support packages give you the flexibility and reliability you need.
Why Anywhere365 supported by us?
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Reduce customer hold time and increase their satisfaction
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You want to support a dispersed team of agents in your contact centre
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Monitor your activity and manage quickly escalations and peak activity
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You already have Office 365 and want to leverage your investment as a contact centre solution
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Train, support and track the availability of your agents
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Your business has increasing needs in managing incoming calls
Features & benefits
Brought by Clarity Connect
- Agent availability management
- Call routing & IVR
- Report and Analytics
- Instant Message
- CRM Integration
Enhanced by Us
- Consulting Onboarding & Project Management
- Fully hosted cloud platform
- Native integration in Skype for Business
- Support and adoption
Automatic Call Distribution (AD) & Call Routing
- Skills-based routing with multi-level skills per agent
- Control panel for configuration of IVRs, queues, skills, agents, KPI-based alerts and dynamic routing
- Intelligent routing based on call attributes or customer entry
- Callback and forwarding options for calls in queue
CALL RECORDING
- Recording can be configured for all, a percentage of calls, or none.
- Agents can stop or start recordings.
- Can pause if about to capture sensitive information
- Direct inbound and outbound call recording for agents
CALL REPORTING & ANALYTICS
- Historical Reporting, Live Metrics, reports, stats, call stats, queue stats
- Rich metrics data with several built-in reports
- Reporting is built on SQL server powered data warehouse
- Custom Reports can be included
SCREEN POPS
- Integration with any 3rd party system (such as CRM or Finance/Billing)
- Salesforce out-of-the-box integration with data and recording push option