O F F T H E B O O K S
WILL BLENCH, CEO OF ANYWHERENOW
O F F T H E B O O K S
support real-time interactions across various communication channels, including voice, chat, email and social media and accelerate AI adoption by embedding smart workflows and Agentic Intelligence into the environments employees already use.
Many organisations struggle to scale cloud and AI integration across contact centres. What are the main challenges you’ re helping them to overcome?
WILL BLENCH, CEO OF ANYWHERENOW
With the Deepdesk acquisition now in play, Will Blench, CEO of AnywhereNow, shared how the organisation is shifting from AI assistance to AI collaboration, reshaping frontline service, boosting CSAT and supporting agents through code-free, context-aware intelligence.
AnywhereNow addresses several critical challenges facing modern contact centres:
Balancing cost efficiency and customer satisfaction – Contact centres must find a balance between reducing operational costs and improving customer service. AI enables faster resolutions, intelligent self-service and real-time agent support, enhancing key metrics such as Customer Satisfaction Score( CSAT) and Net Promoter Score( NPS), while also reducing expenses. orget the hype – AI isn’ t coming for customer
F service; it’ s already here, hardwired into the way modern contact centres think, act and evolve. Among the firms exploring this is AnywhereNow, known for developing AI-powered platforms that integrate with Microsoft Teams.
Its recent acquisition of Deepdesk marks a decisive step toward Agentic AI tools that not only assist agents but also intelligently collaborate with them.
Could you outline AnywhereNow’ s core vision for transforming customer experience through AI, especially considering your recent acquisition of Deepdesk? How does this shape and influence your AI-first roadmap?
AnywhereNow is a global pioneer in transforming customer experiences with innovative AI solutions and a leading provider of cloud-based contact centres for Microsoft Teams. Our core vision is centred on delivering seamless, intelligent
and proactive interactions powered by state-of-the-art AI solutions.
The acquisition of Deepdesk in 2024 strengthened our AI-first strategy, enabling contact centres to leverage Agentic AI-driven tools for enhanced customer engagement and optimised operational efficiency, with AI capabilities such as summarisation, sentiment analysis and knowledge assistance.
Deepdesk provides a comprehensive AI platform for customer experience( CX), enabling powerful, agentic AI tools that understand conversation context and perform complex tasks. From verification to making next-best-action suggestions, Deepdesk helps businesses develop and deploy these capabilities, allowing multiple AI agents to collaborate on complex scenarios and unlock the full potential of AI to revolutionise customer interactions.
Deepdesk functions independently of any enterprise contact centre environment and is integrated into our Dialogue Cloud platform, allowing agents to leverage over 30 pre-built AI assistants. These tools
Streamlining operations – Managing high call volumes across multiple channels is a major challenge. AI automates repetitive tasks, decreases average handling time( AHT) and optimises call routing, making customer service more effective, cost-efficient and maintaining high service quality.
Reducing agent stress and turnover – High staff turnover remains a challenge in the contact centre. AI offers agents realtime support, helping them to concentrate on engaging and rewarding interactions, which boosts job satisfaction and enhances staff retention.
Ultimately, AI helps create a more efficient, resilient and adaptable contact centre operation that enhances human expertise and boosts the customer experience.
Agentic AI represents a bold evolution in automation. How does AnywhereNow’ s take on this go beyond traditional chatbots or workflows to enable real-time decisionmaking and intelligent customer support?
AnywhereNow’ s Agentic AI is built to think and understand customer context, intent and emotion in real-time. This allows it to provide meaningful insights, guide agents
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