Workstreampeople, a global provider of contact center solutions for Skype for Business and Microsoft Teams, has announced the introduction of the Anywhere365 Web Agent for Microsoft Dynamics 365, the company said.
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 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.
WorkstreampeopleÂ® 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.