Now more than ever, businesses around the world need their contact centers in top condition to properly manage their customer interactions. Therefore, having access to an advanced, comprehensive, and intuitive contact center solution is key.
Anywhere365’s contact center solution and Dialogue Management capabilities, offered by Fuse 2 as a Premier Partner, are guaranteed to meet the basic communication needs of a business. With Anywhere365 being the first cloud contact center to be officially certified by Microsoft, with Fuse 2’s own in-house Direct Routing as a Service capability and a host of other CCaaS features, the company seeks to transform the way businesses interact.
Here’s how.
Direct Routing as a Service
For anyone not well-versed in telephony – which is to say, most people – the lengths to go to in order to use Microsoft Teams as a phone system will be a major headache.
“To allow Microsoft Teams to breakout over the PSTN, you must have on-premises SBCs, Direct Routing or Microsoft Calling Plans. Often those are options that require partnerships with third-party providers and are generally difficult to manage,” explains Jodie Penk, Marketing Executive in fuse 2.
Finding your way through this telephony maze can be a handful, which is why Fuse 2 makes sure to provide their own Direct Routing as a Service with the contact center offering.
“We provide both Direct Routing from our own core network, and we offer the Anywhere365 solution as a Premier Partner, with incredible feedback and recognition from Anywhere365 senior management,” said Penk.
This effectively means that Fuse 2 goes the extra mile and offers additional functionality and benefits around the Anywhere365 solution beyond traditional contact center features.
“First of all, we allow our customers to easily use Teams as their business phone system and give them full in-house support to do it right,” said Penk.
“Additionally, we can offer dynamic CLI/DDI presentation by recipient country, port customers’ numbers or provide them with new numbers from our own worldwide network, and cover minutes usage call bundles and competitive international call rates.”
Anywhere365: Comprehensive, Intuitive, Microsoft-Geared
Anywhere365 is a complete, global, omni-channel contact center solution that revolves entirely around the Microsoft stack.
“This is a huge advantage for Microsoft-focused businesses,” he explained Max Hardern, Enterprise Sales Manager in fuse 2.
“The Anywhere365 platform is designed to take 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 platforms.
Here are some of the main features of the contact center platform:
- Native MS Teams integration – enables skill-based routing, attendant console, timeline dialog management, and more.
- Power BI reporting dialog – creation of custom reports focusing on different areas such as forecasting, workforce management, recording, and quality monitoring.
- Combined wallboards – displaying detailed dialog metrics, SLAs, agent overviews, and queue breakdowns.
- CRM integration – seamless CRM connectivity to the contact center, including multiple out-of-the-box integrations with Salesforce, Servicenow, Dynamics365, SAP, and more.
- Omni-channel – streamlining all communication channels to provide agents with a unified experience across WhatsApp, SMS, Facebook, email, and other channels.
- Snapper tool – an on-the-go contact center agent app, enabling an integrated, simple agent experience.
To learn more about Anywhere365’s Fuse 2 offering, go here.