Anywhere365 for Lync, the software based dialogue management system of WORKSTREAMPEOPLE, reasons from functional availability instead of personal accessibility. 'Organizations as well as their customers benefit from efficient and targeted dialogues and a contact center solution where the customer journey is made central.'

1. ‘Everybody can be a contact center with Lync
and Anywhere365'
Annemijn Molenaar
Anywhere365 for Lync, the software based dialogue management system of
WORKSTREAMPEOPLE, reasons from functional availability instead of
personal accessibility. 'Organizations as well as their customers benefit from
efficient and targeted dialogues and a contact center solution where the
customer journey is made central.'
‘Everybody can be a contact center’.
That is the vision of
WORKSTREAMPEOPLE,
developer
and supplier of Anywhere365 Unified
Contact Center for Microsoft Lync.
based on their presence, skill and
context. An external customer or
internal department can get in
contact with a UCC via phone, web
chat or e-mail. Agents can simply
twitter), from start till end and
translates this into valuable business
intelligence
and
management
information. 'On top of that we add
contextual information. Through
This software based dialogue
management system is focused on
efficient and productive dialogues
between people, the organization and
their customers and communities of
people, via all possible channels,
change their context of their Role
Model via web, mobile, Surface or
iPad.'
WORKSTRE-
integration with several CRM-systems
e.g. Salesforce en Microsoft Dynamics, the agent or expert has direct
access to all relevant information.' The
system also makes dialogue patterns
visible. 'Another value for direct return
communication tools and devices.
'Our vision is progressive’, says Robin
van der Breggen, international
business development manager with
AMPEOPLE offers an answer to the
market need for an improved customer journey. 'Companies spend a lot of
money on marketing. As soon as
on investment. We monitor customer
conversations from start until the end.
How long does a call take? Which
questions do we receive and when?
the Rotterdam based company. 'We
rethink contact center. Traditionally
organizations route their calls via a
telephone exchange from one person
to the other, in search of the person
with the right level of expertise. We
say: organize the organization around
the call.
Prevent unnecessary
people become customers, they get
confronted with a user unfriendly
routing of calls with multiple IVRs and
unskilled personnel’. We activate
processes that improve the customer
journey.' Anywhere365 follows and
logs the whole contact flow of a
conversation, via any channel (call,
Through the management information the organization is able to
measure more and improve its
communication more efficient. In
addition customers are able to value a
conversation through a quality monitor with interaction. Supervisors can
monitor and improve the perfor-
dialogues as much as possible.'
contact center, email, chat, web chat,
mance of their employees.
Customer journey
With Anywhere365
Skill based routing
So therefore WORKSTREAMPEOPLE
developed
the
Anywhere365
platform, based on direct applicable
UCC's (Unified Contact Center). Van
der Breggen: 'Everybody van be a
UCC; a reception, a department, a
service desk, a group of experts or the
manager and his PA. These groups are
so called Role Models. Distinctive in
this approach is functional availability
and accessibility. With a UCC a group
of users via Lync, Skype of Office365 is
functional available and/or accessible
Keith Sanders
Jessica Thorn
Keith Sanders
Nathalie Amor
Michael Park
Dan Kasnovik
Evan Derks
Michael Park
Alexander Zer... Jenny Wale

2. Disruptive license model
Next to Anywhere365s functionality its
license structure is also unique.
WORKSTREAMPEOPLE
does
not
Robin van der Breggen:
'Our vision is progressive’
calculate in number of users but in
UCC's. As from eight UCCs organizations can choose an Unlimited License
model. Everybody within the organization can then be part of one or multiple
UCCs. 'Anywhere365 is not only a
solution for a contact center. Also other
departments can be part of the Rethink
contact center-vision.' Anywhere365
integrates and centralizes the contact
center in and with the organization and
helps to improve the customer journey.’
According to Van der Breggen
Anywhere365 offers multiple integration possibilities. It can integrate with
any CRM or ERP system via API, web
services or SQL. Do not make the
project too big, start with a couple of
UCC's, e.g. for the reception and one
department. That way you build up
expertise. If you have achieved an
acceptable level of knowledge you can
always increase the number of UCC’s.
He is convinced that Anywhere365 will
help organizations to work customer
smarter and that it will make internal
processes more real time.
Microsoft-certified
WORKSTREAMPEOPLE started to build
her international strategy and publicity
dialogue intelligence-options of
Anywhere365. Van der Breggen: 'The
product has proved itself. The certifi-
since 2008. This is enforced by the
recent Microsoft Lync 2013-certification and also for the Reception Attendant. Anywhere365 underwent 103
tests and received a 100% score. The
‘Qualified for Lync-certification’-tests
are focused on implementation, high
availability, scalability, documentation,
functionality and deep integration with
the Microsoft Lync platform. Customers
like UCB Pharma, BCC, Phonehouse,
cation puts us ahead in the market
and gives us an advantage with
AZL, BKR, Nationale Nederlanden,
Grontmij, several local governments
and educational providers like the
London Business School already make
use of the numerous features and
research organizations. In collaboration with Microsoft we are developing
an international partner channel. This
increases our chances for international growth.' WORKSTREAMPEOPLE
keeps on further developing
Anywhere365 continuously. 'Currently
we are adding location presence to
the platform. Imagine there is an
incident or emergency, Anywhere365
makes it possible that the emergency
response staff member who is the
closest by gets toasted by Lync. If a
staff member is 8 meters from his
headset the system routes the call
automatically. That is Rethink contact
center in its strongest form.'
For more information please visit:
www.workstreampeople.com/anywhere365