ES365: Anywhere 365 Unified Contact Centre

Anywhere 365 by WorkStreamPeople is a feature rich, cost effective, enterprise grade Unified Contact Centre solution for Microsoft Skype-for-Business or Lync (on-premise and / or Office 365). As a value added reseller we offer a full consulting service around the Anywhere 365 Platform, including analysis and design with complete end-to-end solution delivery. Contact Us for a product walk through and demonstration.


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Enterprise Unified Contact Centre

Anywhere 365 is a feature rich, cost effective, enterprise grade Unified Contact Centre solution for Microsoft Skype-for-Business or Lync (on-premise and / or Office 365) that is quick to implement and easy to use.
Here are some of the reasons why you too should be using Anywhere 365.

  • Enterprise grade with load Balancing, Scalability, Recoverability and High Availability options.
  • Built completely on the Microsoft technology stack
  • Minimal hosting requirements with single server role implementation
  • Comprehensive contact centre functionality
  • Highly usable modern graphical interface.
  • Responsive vendor, dynamic product roadmap with support for customization to meet your unique business needs.

Key Anywhere 365 Features

The capability summary below shows some of the key features of the Anywhere 365 platform that could be used to add value to your business.

  • Agent anywhere capability (Office365 or on premise)
  • Call recording for contact centre calls and direct to agent calls.
  • Intelligent call routing based on analytics, e.g.
    • Client will not be routed to the same agent if he gave a bad call quality rating previously.
    • Client will be routed to the same agent if he called recently within a short time period.
  • Intelligent reporting and analytics
  • Text, Audio and Video and Screen sharing
  • Web chat with recording
  • Call Me function
  • IVR with scheduler and rules.
  • Voice mail routing
  • Email routing
  • WhatsApp chat
  • Questionnaires and Surveys
  • Call classification
  • Comprehensive Reception Attendant Console
  • Comprehensive Wallboard with Contact Centre / Agent SLAs
  • Mobile Contact Centre App for Clients (Customisable skin) hosted in Android and Apple App stores.
  • Supervisor role with Whisper, Listen in, Conference and Take control.
  • Training mode for agents.
  • Outbound calls from list with agent hunting.
  • CRM integration, incl. SalesForce, Microsoft CRM, others.
  • ITIL ticketing system integration, e.g. TopDesk
  • Agent workforce management integration.
  • Definable Agent skills and skill levels.
  • Add federated Agents from other organizations.
  • Wrap-up / Discharge time
  • Reason Codes
  • End of call, call quality assessment
  • Contact Centre load Forecasting
  • Multi language support





How can Anywhere 365 add value to your business?

Contact centres are usually associated with customer service centres or call centres, this is certainly a use case that Anywhere 365 could meet in your organization. However, this is not the only way that a contact centre can add value to an organization. The use cases below provide some quick insight into how an organization can deploy contact centres throughout their organization to improve productivity. This can be done by ensuring that internal service providers are always contactable to service internal needs.


Use Case 01: Corporate Contact Centres for Internal Service Providers:
The picture below shows the following scenario in a sample corporate:

Anywhere 365 UCC, Corporate Unified Contact Centre Use Case 01

  • A standard formal customer contact centre with skills-based routing for direct customer contact via any contact method. The customer contact centre may make direct or indirect use of internal SMEs for specialist advice to customers when required. All interactions are tracked and reported on by Anywhere 365.
  • The internal IT Helpdesk is accessible via published points of contact (e.g. a single telephone number, Lync / Skype for Business group, email address), for outsourced IT solutions the IT Helpdesk contact centre IVR may route the caller directly to an outside vendor for support. This type of contact centre may not have formal agents in a physical call centre that are required to be formally logged in. Agents may simply be IT support staff in the field who respond to user requests via email, Lync Mobile App or an integrated ITSM solution like TopDesk. Contact centre rules will automatically allow for after hours support to be routed to designated staff or a mobile contact number as required.

  • The Accounts helpdesk, Facilities Management Desk and HR helpdesk are further examples of how services can be abstracted from the individuals who support these service areas. As in the IT Helpdesk example, these "agents" do not have to be in a formal contact centre environment and simply be designated staff rotating on support duty to service internal requests. Once again, external service providers may be directly routed to via the contact centre IVR, e.g. in the case of Facilities Mnagament a contracted cleaning company may be directly contactable via the IVR. Anywhere 365 can automate this scenario and track the time and effort staff spend on this type of duty.


Ultimately the idea is for internal staff to contact a single set of published contact details per internal service provider regardless of who is on leave or on lunch etc. Their interactions will be recorded to ensure that someone gets back to them even if they simply left a voicemail because all agents were busy or there were no agents available to respond to their call.


Use Case 02: IT Helpdesk in a multi-national:
The picture below shows the following scenario in a sample multi-national corporate. This type of contact centre may not have formal agents in a physical call centre that are required to be formally logged in. Agents may simply be IT support staff in the field who respond to user requests via email, Lync Mobile App or an integrated ITSM solution like TopDesk.

Anywhere 365 UCC, Corporate Unified Contact Centre Use Case 02

  • The internal IT Helpdesk is accessible via published points of contact (e.g. a single telephone number, Lync / Skype for Business group, email address).
  • For outsourced IT solutions the IT Helpdesk contact centre IVR may route the caller directly to an outside vendor for support.
  • Contact centre rules will automatically allow for after hours support to be routed to designated staff or a mobile contact number as required.
  • An agent on leave in a foreign or regional office can be seamlessly compensated for with a central IT agent (or vice-versa) with Anywhere 365.


Ultimately the idea is for internal staff to contact a single set of published contact details per internal service provider regardless of who is on leave or on lunch etc. Their interactions will be recorded to ensure that someone gets back to them even if they simply left a voicemail because all agents were busy or there were no agents available to respond to their call.



Technical Features

The list below details key technical features regarding the Anywhere 365 platform.

  • Lync 2010, 2013 and Skype for Business on premise and/or office 365 supported
  • Full Microsoft platform running on SharePoint and SQL Server.
  • Can run on a single server for smaller implementations.
  • Virtualization Support with Hyper-V or VMware
  • Microsoft Azure Ready
  • Scalable to any number of Agents.
  • 100% Software Solution – No hardware required beyond the hosting server.
  • Modern Service Bus Architecture
  • Real-time Integration with SharePoint
  • Skype Integration
  • Fast Deployment



Technical Requirements
The list below details key technical requirements to run Anywhere 365 in your organization.

Operating System: Windows 2008 R2 or higher
Processor: 4 cores
RAM: 16 GB
Hard disk capacity: 80 GB
Content Server: Sharepoint 2010 Foundation or higher (no SharePoint Online support yet)
Database: SQL Express or higher
Communications Platform: Lync 2010, 2013 or Skype for Business on-premise and/or office 365

Note that even though all the components identified in the table above can be run on the same machine for smaller implementations, the solution can be scaled up and out by having dedicated Sharepoint and SQL Server machines which in turn can be clustered for capacity and availability.






The vendor product site (link) has a wealth of product information including trial software.