Anywhere365: Glossary of Terms

Anywhere365 is a comprehensive and complex contact centre solution, which means there are a lot of technical terms used in describing exactly what it can do and why it’s the premier solution for cloud-based contact centre management.

Some decision-makers only need to know what a solution can do for their business, but for others, understanding the technology that powers a solution will enable them to get the most out of it.

To help, the experts at Fuse 2 Communications have broken down some of the technical language so you can understand exactly what Anywhere365 can do, and how it can give you more comprehensive control over your contact centre capabilities.

If you’re ready to upgrade to the cutting edge of cloud-based contact centre solutions, call Fuse 2 Communications on 0330 088 0333 and learn what Anywhere365 can do for your business.

Anywhere365

Anywhere365 is a cutting-edge, cloud-based solution that manages and automates many of the key processes involved in operating a contact centre.

It’s available globally and works across communications channels, with chat, email, voice and social media capabilities. It’s cloud-based, so you can use it with any device in any location, and by managing all your communications through one central hub, you can track customers across platforms throughout their journey. To help you get the most from your contact centre, Anywhere365 is integrated with additional Microsoft features like Azure Cognitive Services and Power BI, enabling data analysis and visualisation, AI tools and more.

The system is optimised to work with many of the most popular customer relationship management and enterprise resource planning systems that businesses use to gather data and manage customer relationships, as well as communications channels like Microsoft Teams and Skype for Business.

As a Microsoft Partner and award-winning telecommunications provider, Fuse 2 is perfectly positioned to help your business get started with Anywhere365. We can provide 24/7 support and engineering, and with Fuse 2 you won’t need to buy or manage your own SBCs, which makes using and maintaining the system as easy as possible.

Azure AI Bot Services/Bots

Microsoft Azure’s bot service allows developers to build conversational artificial intelligence experiences for customers and staff, based on the AI technology that powers Azure Cognitive Services. Bots can understand text and spoken messages in multiple languages, and can type and speak in response (including a recognisable voice you can associate with your brand).

Bots can provide a natural conversation experience and are a perfect way to deal with routine customer service enquiries efficiently, giving your live agents more time to deal with complicated queries. With artificial intelligence, they can become more sophisticated over time.

Anywhere365 supports Microsoft Azure’s AI bots, meaning they can be employed in a cloud contact centre to provide voice or text chat support for routine sales, customer service or training interactions.

Azure Cognitive Services

Azure Cognitive Services is Microsoft’s umbrella product for AI development. It enables developers to incorporate elements of artificial intelligence into their apps, with pre-trained models that make implementation easy. AI tools can detect potential problems early on, identify sensitive content and personalise communications.

In Anywhere365, Azure Cognitive Services is used to provide real-time language detection for 11 spoken languages and 60 written languages, making the flexible options for conversation trees and call or chat routing even more accessible.

CLID

CLID stands for Caller ID, a technology where the telephone number associated with an inbound call is registered on the receiver’s system. Anywhere365 can provide smart routing of telecoms traffic based on a number of metrics, including caller ID. This can give businesses greater insight into customer behaviour and data, which can be used to support customer service and sales operations.

Cloud Contact Centre

A cloud contact centre is the cutting-edge equivalent of the call centre, a central hub that processes all of a business’s outgoing and incoming communication. Unlike a physical call centre, a cloud-based centre is accessible from anywhere and is often underpinned by useful technology that can make operations far more efficient.

The capabilities of each system are different. Anywhere365 has lots of additional services that are only possible because it’s a cloud or hybrid system. It can handle voice, chat, email, social media and bot-based communications, all through the same platform, which means that you can be extremely flexible in providing options that allow your customers to get in touch. With real-time KPIs and historical reporting, you can monitor interactions and staff to make sure that your whole operation is working at maximum efficiency.

CRM Systems

A Customer Relationship Management (CRM) system gathers, stores and analyses data on former, current or potential customers. By managing each and every customer interaction, CRM systems facilitate more efficient communication and allow businesses much more comprehensive control over customer data.

Managing this data through a single central system, businesses can harness a greater understanding of customer behaviour patterns, demographic trends and more. This type of analysis can support sales and service interactions, and delivers even more functionality when integrated with a cloud contact centre or other communications platform.

Anywhere365 powers customer interactions and is fully optimised to interact with the most popular CRM systems to give businesses even more control over the data and insights they need.

ERP Systems

Enterprise Resource Planning (ERP) systems collect data on a company’s internal and external processes. This data can encompass any number of core business activities across an organisation, including accounts, manufacturing, supply chain, sales and human resources. By collecting and managing data in a centralised ERP system, businesses can take advantage of greater efficiency and insight into how internal processes interact, and how they might work better.

Many ERP systems are cloud-based, which allows more comprehensive management and understanding of companies with widely distributed networks, remote working or satellite offices. Anywhere365 is optimised for use with more than 30 ERP systems, enabling a dynamic and interactive combined solution for internal and external data management.

Interactive voice response

Devices equipped with Internet of Things (IoT) capabilities are able to communicate with each other across wireless networks, sharing data to bring greater automation to networks and processes. As 5G networks become more popular, IoT devices will have greater applicability to a wider variety of sectors, meaning that integration with the Internet of Things is important to consider when seeking a future-proof network solution.

Anywhere365 has smart dialogue routing, directing traffic automatically based on metrics like IoT capability, caller ID (CLID) and interactive voice response (IVR) inputs.

Internet of Things (IoT)

Enterprise Resource Planning (ERP) systems collect data on a company’s internal and external processes. This data can encompass any number of core business activities across an organisation, including accounts, manufacturing, supply chain, sales and human resources. By collecting and managing data in a centralised ERP system, businesses can take advantage of greater efficiency and insight into how internal processes interact, and how they might work better.

Many ERP systems are cloud-based, which allows more comprehensive management and understanding of companies with widely distributed networks, remote working or satellite offices. Anywhere365 is optimised for use with more than 30 ERP systems, enabling a dynamic and interactive combined solution for internal and external data management.

Real-time language detection

Anywhere365 can communicate in over 60 languages, and real-time language detection ensures your cloud contact centre understands and responds to a user in the right language. This additional level of automation creates a smoother user experience and processes all customer interactions more efficiently.

Session Border Controllers (SBCs, Ribbon SBCs)

Session border controllers are security elements that manage and control the flow of session data during an internet-powered phone call. They can be used to redirect traffic through a network, enable network operators to manage calls on the network, and provide a security solution for voice over Internet Protocol (VoIP) calls that avoids some of the problems that can arise when using firewalls and VoIP systems together.

By partnering with Fuse2 to power your Anywhere365 solution, you’ll have access to global Ribbon SBCs, which means there is no need to purchase or manage SBCs separately as is required with other solutions. Ribbon SBCs protect networks from even the most severe security threats and attacks without affecting network traffic.