Skype For Business 2015 is basically a PBX system giving you conferencing and collaboration tools in form of Voice & IM. However, what it is lacking is a proper call center which can give your staff the options to handle incoming calls in proper manner.
Skype For Business can be used with Auto Attendant to provide IVR solutions however its bare minimum to address your needs for handling multiple calls from your clients. You can shop around for 3rd party solutions for call center which care compatible however, must of them lack some mandatory features or have not been tested in the field.
We have designed and implemented Anywhere 365 solutions to many clients who are pure Skype For Business shop and they are amazed by this robust and scalable solution. You can select any of their licensing tiers which are as follows :-
Anywhere 365 is very feature rich and you can use multiple services which can make life of your agents easier for day to day tasks. Here is a comparison sheet for licenses while we are still on that topic.
Features | Workgroup | Small Business | Corporate | Enterprise | Enterprise+ |
---|---|---|---|---|---|
Number of UCC’s | 1 | 2 | 8 | Unlimited | Unlimited |
Reception Attendant | ✔ | ✔ | ✔ | ✔ | ✔ |
IVR & Skill Routing | ✔ | ✔ | ✔ | ✔ | ✔ |
Dialogue Intelligence | ✔ | ✔ | ✔ | ✔ | ✔ |
Skill Based Chat Routing | ✔ | ✔ | ✔ | ✔ | |
Webchat | ✔ | ✔ | ✔ | ||
Unlimited IVR Depth | ✔ | ✔ | ✔ | ||
CRM Integration | ✔ | ✔ | ✔ | ||
Supervisor Listener | ✔ | ✔ | ✔ | ||
Reason Code Per Skill | ✔ | ✔ | ✔ | ||
Call Recording | ✔ | ✔ | ✔ | ||
Dialogue Management | ✔ | ✔ | |||
Outbound Call Recording | ✔ | ✔ | |||
Callback & Interceptor | ✔ | ✔ | |||
Webvoice + Webvideo | ✔ | ✔ | |||
Failover Compatible | ✔ | ✔ | |||
Smart Routing Table | ✔ | ✔ | |||
Caller Specific IVR | ✔ | ✔ | |||
Anywhere365 SDK | ✔ | ||||
Cross-Independent | ✔ | ||||
Nested UCC Failover | ✔ | ||||
Social Media Dialogue | ✔ | ||||
Azure Service Integration * | ✔ | ||||
Bot Framework | ✔ | ||||
Anywhere365 GridChat | ✔ | ||||
CRM Web Agent | ✔ | ||||
Bridge Supported | ✔ |
In addition on limitation on number of UCCs for smaller tiers there are feature specific functions which are limited in each tiers. If you want to fully utilize all the features you are better off with Enterprise license. For budget purposes you can start off with smaller license tier and upgrade your license as you go this way you can manage your finances while your business expand and you need more features.
Little background on the interworking of the product. There is two part installation for Anywhere 365 which include on-prem installation of UCC server which hooks into your Skype For Business 2015 front-end server via Skype Trusted Application (Endpoint). Once everything is configured you have to install SharePoint template which holds the master record for all your settings and this is how you interact with the product. You can either use the SharePoint Online – Office 365 Cloud services or the On-Prem SharePoint if that’s what is installed in your company.
Once you have installed the required SharePoint template you can start modifying the default template. Below is an screenshot for the SharePoint Template.
Initial configuration will be done in “UCC General” tab on the bottom left side where you can configure multiple default values for your UCC. You can then go on from there to configure Skills and then your agents in your respective sections.
Feel free to drop us an email if you have any questions. Email support@sjstechnet.com or click here to go back to our services page.