Now more than ever, businesses around the world need their contact centres to be in top shape to properly manage their customer interactions. Therefore, having access to an advanced, comprehensive, and intuitive contact centre solution is key.

The Anywhere365 contact centre solution and Dialogue Management capabilities, offered by Fuse 2 as a Premier Partner, are guaranteed to cater to a business’s core communication needs. With Anywhere365 being the very first cloud contact centre to be officially certified by Microsoft, along with Fuse 2’s very own in-house Direct Routing as a Service capability and a host of other CCaaS features, the company aspires to revolutionize the way businesses communicate.

Here’s how.

Direct Routing as a Service

For anyone who is not extremely well-versed in telephony – i.e., most people – the lengths one must go to in order to be able to use Microsoft Teams as a phone system would be a major headache.

“To allow Microsoft Teams to breakout to the PSTN, you need to either have on-premises SBCs, Direct Routing or Microsoft Calling Plans. Those are often options that require partnering with third-party providers and are generally challenging to manage,” explains Jodie Penk, Marketing Executive at Fuse 2.

Finding one’s way in this telephony maze can be a handful, which is exactly why Fuse 2 make sure to provide their very own Direct Routing as a Service along with the contact centre offering.

“We provide both the Direct Routing from our own core network, and we offer the Anywhere365 solution as a Premier Partner, with incredible feedback and recognition from the Anywhere365 senior management,” Penk says.

This effectively means that Fuse 2 are able to go the extra mile and offer additional functionality and benefits around the Anywhere365 solution that go beyond just the traditional contact centre features.

“First and foremost, we allow our customers to easily use Teams as their business phone system and provide them full in-house support to do this smoothly,” Penk notes.

“Additionally, we can offer dynamic CLI/DDI presentation according to the recipient’s country, port the customers’ numbers or provide them with new numbers from our own network globally, and cover minutes usage with call bundles and competitive international call rates.”

Anywhere365: Comprehensive, Intuitive, Microsoft-Geared

Anywhere365 is a fully-fledged, global, omni-channel contact centre solution revolving entirely around the Microsoft stack.

“This is a huge advantage for Microsoft-orientated businesses,” explains Max Hardern, Enterprise Sales Manager at Fuse 2.

“The Anywhere365 platform is designed to leverage the existing licenses that a business already has with Microsoft and get the most out of them. Whether it’s their Power BI, SharePoint, Outlook, Office 365, or anything else.”

Being cloud-based, agents can use Anywhere365 from any device or location, centralizing all communications in one hub and easily tracking customers across various platforms.

Here are some of the platform’s key contact centre features:

  • Native MS Teams integration – allowing skill-based routing, attendant console, timeline dialogue management, and more.
  • Power BI dialogue reporting – creating bespoke reports focusing on various areas such as forecasting, workforce management, recording, and quality monitoring.
  • Integrated wallboards – presenting detailed dialogue metrics, SLAs, agent overviews, and queue breakdowns.
  • CRM integration – seamlessly connecting the CRM with the contact centre, including multiple out-of-the-box integrations with Salesforce, Servicenow, Dynamics365, SAP, and others.
  • Omni-channel – streamlining all communications channels to provide agents with an integrated experience across WhatsApp, SMS, Facebook, email, and other channels.
  • Snapper tool – an on-the-go contact centre agent app, allowing a consolidated, simple agent experience.

To learn more about Fuse 2’s Anywhere365 offering, go here.

 



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