Productivity Results

Extension window can provide an interface between a back office system and one or more UCC
(Unified Contact Center). This interface (Extension window) significantly improves the service
provided to a caller and the productivity of Agents.

Key differentiators

Work Management - Caller recognition - One-click detailed customer information

Timeline

View the history between the customer
and the UCC in the timeline.
Watch each contact moment in detail.

Cases

Cases

Look up CRM cases directly from the Extension Window.

Tabs

Tabs

Extent the Extension window further with
custom tabs to match to your business.

Extension Window

Customer contact scenario

Resource


You can see the difference in total time it takes to see customer information without and with Anywhere365 and Extension Window.

The difference per call is 100 seconds.

Customer contact scenario

The difference

20 sec With
120 sec Without
Customer contact scenario

Extension
Window and
Anywhere365
Timeline

No Interface

120 seconds
120 seconds
  • Pick up call
  • Ask for name
  • Open or switch to another application
  • Search for customer via name or number or use copy/paste
  • Verify customer details
  • Look for contact details
  • Look for related customer information

Extension Window

20 seconds
20 seconds
  • Pick up call
  • Verify customer details
  • One-click: open related customer information

Conclusion

With Anywhere365 and Extension Window you gain 100 seconds per call.



If you have 1.500 calls per week that is 1.500 x 100 = 150.000 seconds, which means you gain 41 hours per week.
That is similar to >1 FTE per week. That is lots of time (and money) saved.

Next to that the productivity of the agents increases immensely. Another advantage is that customers are served much faster, which results in a higher customer satisfaction.

Other added values are timeline information, previous contact information, direct search in case of an unknown phone number and recognition via chat (email address).
Customer contact scenario

Anywhere365 and Extension Window =
gain time + productivity + customer satisfaction + more!​​