The Record - Issue 20: Spring 2021

49 more complex dialogues to humans. The direct routing of dialogues to live agents is based on factors such as numbers, the skills and location of the agents, CRM data, and more. “It is important that data from the CRM – including contextual information and a record of past conversations – move with the cus- tomer wherever their request is handled,” says Geurts. “We support a myriad of environments, allowing agents and supervisors to access data, monitor service levels and easily transfer inter- actions from a single screen. Not having to switch between different point solutions allows for faster call handling, which saves time and money, and allows companies to exceed cus- tomer expectations.” Geurts explains that this is central to the dia- logue management vision. “We believe that everyone in an organisation should be part of any dialogue,” he says. “This may sound surpris- ing to some because that same belief was floated long ago, but back then there was no single UC platform and companies didn’t want to purchase contact centre licences for all their employees. Today we have Microsoft Teams, and that makes all the difference. Why would a business main- tain two versions of presence – one for agents and one for enterprise users? That is why we leverage Microsoft Teams presence for all users.” Using one presence system enables Anywhere365 to track every conversation a customer has with the contact centre, but also with any enterprise user on Microsoft Teams. “Business leaders love to have customer data available, but how do they keep track of a cus- tomer who is transferred outside of the contact centre to another employee elsewhere in the business?” asks Geurts. “Data is only valuable if it shows you the whole picture – your contact centre figures can be very successful, but your customers may be upset. The Anywhere365 dia- logue management solution continues to track the conversation after the transfer and enables businesses to report on the time and experiences a customer has had with their entire organisa- tion. It’s about the customer and their dialogue success, not about contact centre success.” Anywhere365 allows organisations to conduct all customer interactions via Microsoft Teams