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 move your contact center into Skype for Business?

  • Reduce customer hold time and increase their satisfaction

  • You want to support a dispersed team of agents in your contact centre

  • Monitor your activity and manage quickly escalations and peak activity

  • You already have Office 365 and want to leverage your investment as a contact centre solution

  • Train, support and track the availability of your agents

  • Your business has increasing needs in managing incoming calls

Features & benefits

Available through Anywhere365

  • Agent availability
    Agent availability management
  • Call routing and IVR
    Call routing & IVR
  • Report and analytics
    Report and Analytics
  • Instant messaging
    Instant Messaging
  • STAKEHOLDER-ENGAGEMENT-icon.png
    CRM Integration

Enhanced by Arkadin

  • Onboarding and project management
    Consulting Onboarding & Project Management
  • Customized hosted platform
    Fully hosted cloud platform
  • Skype for Business
    Native integration in Skype for Business
  • Support and adoption
    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