PRESS RELEASE: Webchat, social media channels and mobile communications are quickly taking over the role of traditional telephone contact in the field of customer service. In order to enable organisations to provide the best-possible services for their customers via all channels of communication, European market leader Workstreampeople is launching a new version of Anywhere365. This platform offers intelligent communication and dialogue management tools, on-premise or from the cloud, for organisations of any size.
As a result they have advanced, flexible and top-quality contact centre facilities at much lower cost than regular, static contact centre solutions. With Anywhere365, organisations can be reached 24/7 by customers, via every channel. All over the world, Workstreampeople’s new generation of communication services are rapidly replacing traditional contact centres, receptions, and telephone systems. Customers of Workstreampeople are Union Bank and Grant Thornton.
Anywhere365 has been specially developed for users of Skype for Business and MS Lync. The platform puts them in a position to significantly improve their communications with their customers and colleagues. Among the benefits offered by Anywhere365 are a wallboard for the real-time management of conversations, CRM and back-office integration and a social attendant that allows reception facilities to be set up from any location, including the integration of telephony, chat, e-mail, and SMS. The solution makes it possible for the front desk, customer service department, the sales team and the helpdesk to manage voice, webchats, and queues from a single dashboard, and encompasses extensive reporting tools.
Anywhere365 offers a wide range of intelligent enterprise contact centre functionalities, and includes call recording and dialogue intelligence. The platform provides information on the presence and skills of users, their location, and the possibilities of the devices they are using. In combination with contact history and CRM and back office integration, Anywhere365 ensures that customers are connected directly to the appropriate contact person, and that all the required information is available for helping customers quickly. In addition, dialogue intelligence is used to reveal previously hidden process patterns. This means that the service provision process can be further optimised.
The intelligent dialogue management capacities of Anywhere365 go even further than this, however. Real-time and historic reports based on data mining techniques enable companies to structure their communication processes even more smartly. Integrated work management tools also make it possible to allocate specific actions to the right person or group, according to their expertise.
“The way in which customers contact organisations has changed markedly in the last few years. Social channels and websites are increasingly becoming the first point of contact. Organisations need to adapt their communication processes accordingly and turn their back on traditional methods. With the new version of Anywhere365, we are raising communication and enterprise dialogue management to new heights. The various tools that come with the platform allow a great deal of information to be accessed and it is very easy to create telephony, chat or video connections between individual conversation partners or groups. This means that the right people can be linked quickly and that communications between organisations and customers or among employees are much more efficient,” says Gijs Geurts, Managing Director of Workstreampeople. “Our healthy annual figures are proof that the added value of Anywhere365 is appreciated. In 2014, we achieved growth of 120%, with the success in international markets standing out in particular, and more specifically in the US, Canada, the UK, and Belgium. As a Dutch company, this is a very pleasing development.”