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Case Notes – Skype PBX.Anywhere365

Case Notes – Skype PBX.Anywhere365

A large UK housing organisation are migrating from their legacy PBX platform to Skype for Business with Enterprise Voice as part of a project currently be carried out in conjunction with risual. The legacy PBX provides a contact centre function for the housing organisation to handle and report on calls from members of the public. This functionality is required to be provided by the Skype deployment in order to migrate the contact centre users off the PBX. The Skype for Business compatible contact centre Anywhere365 has been chosen as the contact centre to provide this functionality.

Features of Anywhere365 include:

  • The Anywhere365 attendant console is a native application that provides all the features a reception needs –  access to queues, visual transfers, drag/drop (or touch) along with providing transfers to contact centre groups and integration with Exchange Calendaring.
  • Anywhere365 provides the ability to record end-to-end conversations, which can then be stored in SharePoint allowing for control over access and length of retention. Agents can stop and start call recording when handling sensitive information that shouldn’t be recorded.
  • Anywhere365 can provide Live Chat functionality to websites allowing users browsing the website to, with a few clicks, be connected to an agent via instant messaging. Once the webchat has been initiated audio/video can be added or users can request a telephone call.

This represents a huge project for risual as it’s the first contact centre risual have ever worked on. risual are working alongside Workstreampeople to deploy Anywhere365, a new product for the team, which will provide them with efficient & productive dialogues, flexibility & scalability and 24/7 support. There will be training sessions provided to staff as well as an overview of the project, which will be explained to everyone at a very high level.

The Contact Centre project has specified a number of outcomes expected, including:

  • Less complex contact centre solution
  • No requirement for major upgrades in the future
  • Reduction in on premise infrastructure and associated management overhead
  • Decentralised administration of the contact centre empowering supervisors to make changes