Technology Record - Issue 22: Autumn 2021

85 Routine customer requests – such as questions about opening hours – are handled by AI voice bots and chatbots, which can directly transfer more complex queries to live customer service agents or knowledge workers if necessary. Call recipients are chosen based on factors such as data from the customer relationship man- agement system, the skills and availability of employees, and more. Employees can interact with customers from any device, channel, location or time zone. They also receive contextual information about the caller so they can personalise the service and quickly resolve the query. In addition, users benefit from multiple features and functionali- ties, such as call recording, real-time translation, customer interaction timelines, wallboards, and more. They can access all these functionalities, and the customer data, via a single screen, rather than switching between different point solutions, saving time and money. This boosts employee productivity and efficiency, while ensuring that businesses can deliver personalised services that exceed customer expectations, regardless of where their employees are based. In addition, Anywhere365 Dialogue Cloud tracks customer interactions across all plat- forms, providing business leaders with a full history of each customer, as well as real-time reports so they can monitor service levels and gauge customer satisfaction. The software also has ISO27001 certification, indicating that it is secure and complies with industry regulations. Anywhere365 Dialogue Cloud is much more than a support solution for contact centres; it’s an enterprise dialogue management solution that streamlines and expedites interactions, cap- tures critical customer data, and provides busi- nesses with the data they need to continuously improve customer service. It’s an ideal solution for enterprises that are investing in Microsoft technology for their digital transformation and make a paradigm shift in the way they manage business communications. Gijs Geurts is CEO of Anywhere365