Microsoft Teams has proven itself as perhaps the ultimate hub for intelligent, collaborative conversations in the age of hybrid work.
Designed to unify your workforce at a time when employees are working remotely, in the field, and in the office, Microsoft Teams paves the way for a new era of productivity. At the same time, the technology gives companies the freedom they need to customise their communication experience with tools like Operator Connect and Direct Routing.
The success of Microsoft Teams as an internal tool for UCaaS has also prompted several companies to begin exploring the platform’s benefits for customer service. Thanks to direct routing, innovative companies like Anywhere365 can create powerful contact centres within the Microsoft Teams environment.
Here’s your guide to the Anywhere365 Direct Routing Contact Centre for Teams.
Anywhere365 Direct Routing Contact Centre Features
Established as the world’s first “officially certified” Microsoft Teams contact centre, Anywhere365 officially changed the way companies think about their Teams ecosystem. With Anywhere365, companies can build a full omnichannel contact centre into the Microsoft Teams experience, leveraging voice capabilities and email, chat, SMS, social media, WhatsApp, and more.
The Anywhere365 environment even supports bot integrations and IoT connections to help you gather as much information as possible about your target audience.
Built to be accessible for any business, this scalable contact centre requires no courses or complex setup to get started. You can quickly onboard your hybrid team and expand your contact centre in no time. Features include:
- Omnichannel interactions: Voice, email, chat, bots, SMS, social, IoT, WhatsApp, etc
- Intelligent routing: Skills-based, product-based, CRM-based, NFC/QR routing, longest idle, last agent, and machine learning routing
- Web agent tools: Tools for providing business users and remote workers with the critical information they need from any environment during a contact centre conversation.
- Reporting and intelligence: Intelligent analytics, data mining and business intelligence.
- Developer features: Implement bots within the Microsoft Azure Cognitive Services landscape to enable self-service and empower users.
You’ll also have full access to a range of powerful features for boosting team productivity and performance and ensuring business compliance. Call recording and real-time translation tools provide behind-the-scenes insights into calls and conversations, while wallboards and reporting tools help supervisors keep track of employee performance.
Anywhere365 Direct Routing Contact Centre Benefits
A fully omnichannel and utterly flexible approach to bringing contact centre functionality into Microsoft Teams, Anywhere365 helps companies take full advantage of their Microsoft investment. The solution was built natively in the Microsoft environment and launched as the official world’s first certified contact centre for Teams in January 2021. Since then, the service has been evolving and improving to support a broader range of users.
Users of Anywhere365 get access to more than just a contact centre; they also get a flexible environment capable of growing and scaling with their business needs. Some of the significant benefits of this environment include:
- Native Teams experience: Built directly within Microsoft Teams, the Anywhere365 contact centre ensures your employees can access a convenient and familiar experience, whether collaborating with colleagues or connecting with customers across various tools. The official Microsoft team approves the fully certified solution.
- Omnichannel routing: Anywhere365 allows companies to create a fully omnichannel customer service experience with access to various channels, including SMS, social media, and countless others. You can also choose from a range of routing options to determine how conversations are distributed between employees. You can even choose to leverage machine learning when assigning talks to staff.
- Intelligent contact centre features: With Anywhere365, you get an advanced and fully-featured contact centre with capabilities you wouldn’t expect from most add-on services. The solution includes access to wallboards and dashboards, supervisor reporting tools to help keep track of remote workers and even real-time translation for calls.
- Seamless integration: Aside from working perfectly within the Teams environment, Anywhere365 can also work alongside a host of integrations with leading tools like Salesforce, SAP, and ServiceNow. The contact centre was built with information sharing in mind, making it easy to scale your service.
- Secure and scalable: Anywhere365 is designed to be fast and flexible in any customer service environment. You can ensure high security, consistency and performance across every channel, device, location, and time zone.
Who Could Benefit from Anywhere365?
Anywhere365 provides companies with all the benefits of an ultra-flexible omnichannel contact centre built into an environment team members already feel comfortable with. This could be the ultimate solution for companies looking to develop a single-pane-of-glass environment for communications and empower better collaboration among the entire team.
With Anywhere365, you can build a flexible contact centre that adapts to you, with the opportunity to implement your intelligent bots, app integrations, and routing decisions. You can also reach your customers on as many channels as you choose, with an omnichannel experience that scales further than many primary contact centres.
As the first certified contact centre for Microsoft Teams, Amywhere365 has set the benchmark for all other vendors, demonstrating how flexible and easy to use these environments can be.
Anywhere365 Direct Routing Contact Centre: Verdict
Robust, scalable, and flexible, the Anywhere365 Direct Routing Contact Centre for Microsoft Teams takes customer service within Teams to the next level. This rich ecosystem is brimming with customisation options to allow companies to build the contact centre that makes the most sense for them. Plus, there are tons of integration options available.
If you’re looking for an all-in-one solution for connecting UCaaS and CCaaS in the digital age, Anywhere365 could help you take your Microsoft Teams investment to the next level.
