WebAgent for Dynamics 365
Introduction
AnywhereNow WebAgent turns your Microsoft Dynamics 365 into a powerful tool for contact center agents. Nested inside the interface, the WebAgent provides users with cloud-based omni-channel contact center functionality without having to move between applications. Agents can receive and send calls, chats, and emails all from within their Dynamics 365 client.
Customer information for inbound and outbound interactions are automatically displayed and directly linked to their CRM record. The AnywhereNow Timeline shows the entire customer journey from initial contact to closing, including interactions transferred outside the contact center, and logs the information in Dynamics 365. Agents enjoy efficiency gains and provide greater customer service through an immediate and complete view of the caller’s information in a single pane of glass.
AnywhereNow WebAgent runs in the Azure cloud and can utilize the Dynamics 365 Channel Integration Framework (CIF) to integrate with the Microsoft Dynamics Unified Interface. This provides the CRM client with the ability to integrate with rich AnywhereNow contact center and dialogue management capabilities for agents and supervisors.
Note
Please note that WebAgent for Dynamics 365 CIF v2.0 is currently in preview. While the product is functional, it has not yet been fully adopted by our customer base, and there may be certain unexpected scenarios.
Available Languages
The AnywhereNow WebAgent is available in the following languages:
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Chinese (Simplified)
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Danish
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Dutch
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English
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German
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French
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Italian
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Spanish
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Swedish