New Web Agent built on Dynamics 365 Channel Integration Framework
provides omni-channel contact center and dialogue management
capabilities from a single Dynamics 365 window.
- Anywhere365 continues to deliver innovative solutions that drive the
digital transformation of business workflows: improving efficiency and
- Dynamics 365 users can leverage Anywhere365’s powerful Azure services
for Chat Bots, Real-time Language Translation, Cognitive Services,
Machine Learning and Social Media integrations.
- Demonstrates Anywhere365’s commitment to building contact center and
dialogue management solutions that leverage customers’ existing
Microsoft technology stack and business applications.
ROTTERDAM, Netherlands–(BUSINESS WIRE)–lt;a href=”https://twitter.com/hashtag/anywhere365?src=hash” target=”_blank”gt;#anywhere365lt;/agt;–Workstreampeople, a global leader in contact center solutions for Skype
for Business and Microsoft Teams, today announced the introduction of
the Anywhere365 Web Agent for Microsoft Dynamics 365. Based on the
Dynamics 365 Channel Integration Framework (CIF) the Web Agent is nested
in the Dynamics 365 interface and provides users with Anywhere365’s
omni-channel contact center functionality without having to move between
applications. The Dynamics 365 client is automatically resized to
accommodate the Web Agent ensuring none of the user interface is masked.
Agents can receive, send, and automatically log calls, chats, emails and
video all from within Dynamics 365, improving the efficiency and
accuracy of customer interactions.
From the Anywhere365 Web Agent, Dynamics 365 users can control media
interactions and monitor real-time queue information. Integration with
Microsoft Azure services provides automatic language detection and
real-time translation of chat and voice interactions between callers and
agents, and saves transcriptions of the conversations to Dynamics 365.
The Anywhere365 Timeline displays the entire customer journey from
initial contact to closing, including interactions transferred outside
the contact center, and logs the information in Dynamics 365.
“The Anywhere365 Web Agent for Dynamics 365 continues our commitment to
offer innovative dialogue management solutions to help our customers
drive the digital transformation of their workflow processes.” says
Workstreampeople CEO, Gijs Guerts. “As a Microsoft CIF preview partner,
we are excited to build on the already impressive Dynamics 365 suite
with an integration that streamlines contact center operations and
improves the overall customer experience. Dynamics 365 users with
international operations will be able to harness the Anywhere365
integration with Azure real-time language detection and translation to
service their global clients in the language of their choice by agents
who can also interact in their native language. This ability provides a
real customer service differentiator for organizations using Dynamics
The Anywhere365 Web Agent runs in the Azure cloud and utilizes the
Dynamics 365 CIF application programming interfaces to integrate with
the Microsoft Dynamics Unified Interface. This provides Dynamics 365
with the ability to integrate with rich Anywhere365 contact center and
dialogue management capabilities. Anywhere365 Web Agent supports
Dynamics 365 online and on-premises for Skype for Business, Office365
(Cloud PBX), Microsoft Teams and WebRTC.
In addition to the unified Dynamics 365 agent experience, Web Agent
leverages the complete Anywhere365 contact center suite including:
- IVR and ICR (Integrated Chat Response) with Azure Cognitive Services
to provide real-time language detection for speech in 11 languages and
chat translation in 60 different languages.
- Call and Chat Recording of inbound, outbound and internal calls and
- Omnichannel smart routing based on numbers, skills, geography, IVR
prompts, CRM data, etc.
- Agent Management in real time over multiple contact center groups and
- Outbound Dialing options from click-to-call to Power-Dialing
- Call Reporting and Wallboards providing historical and real-time
- Integration with Microsoft Flow, PowerApps, Power BI tools, and over
30 other CRM and ERP solutions.
Workstreampeople® is a Microsoft Gold Partner and the creators of
Anywhere365 Universal Contact Center, the fully featured, truly native
Skype for Business contact center solution built exclusively on
Microsoft technologies and platforms. We know today’s businesses must
manage a myriad of communications channels from various locations and
times of day. Workstreampeople believes managing these diverse customer
dialogues is key to helping organizations drive the digital
transformation of their processes and business models, personalize the
customer experience and empower workforce efficiency. With more than 740
customers in more than 40 countries across the globe, including 26
members of the Fortune Global 500, Anywhere365 is the largest and most
comprehensive native Skype for Business and Teams contact center
solution in the market. Anywhere365 is the only solution certified by
Microsoft for Skype for Business for all three product categories:
Reception Attendant; Contact Center and Call Recording.
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