106 ROUNDTABLE applications they need and can be enhanced with solutions from partners like Anywhere365. AK: Businesses need technology that works anywhere, offers omnichannel capabilities, stores all information in one place, and enables them to keep customers connected. It’s also crucial for organisations to create clearly defined metrics and key performance indicators to evaluate the success of their customer engagement strategies. EVA: It is important to potentially involve everyone in the company with customer engagement, so a contact centre integrated with a unified communications-as-a-service is a fundamental piece of the framework. A successful customer engagement framework should also be able to handle omnichannel communication, integrate with other applications and apply artificial intelligence to all elements of customer communication. Why is Teams an ideal foundation for delivering high-quality customer engagements? CG: Teams was created to fundamentally improve collaboration and has been further developed and extended to include functionality that enables users to deliver exceptional customer services. It acts as a core platform that can be integrated with certified products and applications to provide users with everything they need to serve customers at their fingertips. It’s ease of use, accessibility, interoperability and flexibility ensure that organisations see instant benefits when it comes to customer engagements. LH: At the start of the pandemic, organisations used several audio and web conferencing platforms to interact with customers, but Teams has quickly become the most popular for businesses of all sizes. It’s a secure platform that offers an intuitive user experience, multiple built-in capabilities and integration with applications on the wider Microsoft 365 platform. Importantly, Microsoft continually adds new features to further improve its functionality, performance and the user experience. Plus, Teams can be easily augmented by contact centre solutions that are natively built for the platform, such as Anywhere365 Dialogue Cloud. AK: Teams makes an ideal foundational platform because it integrates with all the applications organisations use, facilitates company-wide collaboration, enables employees to easily share information and reach out to subject matter experts for help, and offers a complete meeting experience. EVA: Statistics show that Teams has become the hub for work in lots of organisations worldwide and is fuelling the hybrid workspace in the past few years. Organisations can use Teams as both an internal and external phone system, so many have migrated from their private automatic branch exchange systems to the platform. Solutions like Anywhere365 can also be integrated with Teams to help organisations leverage the foundational framework of the platform and turn it into a hub for customer engagement, giving them more flexibility and reducing costs. How can Anywhere365’s solutions enrich the Teams experience for businesses and customers? CG: Anywhere365 is more than just a contact centre; it’s a full dialogue management platform that seamlessly integrates with Teams to improve customer services. It allows organisations to control the data that is surfaced, shared and stored as part of the Teams product. One compelling use of the platform is that calls can be transcribed, recorded and injected into the Teams platform automatically, allowing a business to quickly and efficiently recall and review customer interactions. LH: Anywhere365 enables businesses to interact with customers via multiple channels and is also connected with their CRM and other systems, which means contact centre agents have access to all the data they need to quickly resolve issues and deliver a personalised experience. AK: Anywhere365 is an omnichannel contact centre solution with a wide range of capabilities that enable organisations to interact with customers via email, web chat, voice calls, chat bots, WhatsApp, SMS and social media. This offers customers a lot of flexibility and choice. In addition, Anywhere365 fully integrates with the Microsoft technology stack, allowing businesses to maximise their existing technology investments and easily manage workflows and data in one digital platform. “ Teams has become the hub for work in lots of organisations worldwide and is fuelling the hybrid workspace ” ERIK VAN ARKEL, ANYWHERE365
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