Home-based Agents
"IP allows companies to link remote or home-based agents easily and cost-effectively, thus dramatically increasing the agent pool." - Frost and Sullivan
The ability of agents to work from home benefits everyone: Agents like the break from the noisy and hectic contact center environment and from the commute. Contact centers like the improved ability to support peak loads and specific but rare skill requirements, the facility cost savings, and the ability to retain highly-skilled agents with the "work-from-home" perk.
Until now, empowering agents to work remotely has been a challenge due to lack of integration and remote accessibility into contact center and legacy systems.
The IP Contact Center gives agents access to complete contact center capabilities.
- Create a web-based agent desktop that unifies any time, any-where access into every relevant contact center, CRM and back-end system
- Enable agents and management to track performance at home in the same way that they would in the contact center
- Integrate data gathered by home-based agents back into the enterprise
IP also accelerates the capacity for change. A true IP-based contact center is an application, meaning there's no specialized hardware to install or maintain, making it possible for home-based or geographically distributed agents to get up and running in a fraction of the time required with other solutions. IP Contact Centers also provide a means - via the same web-based portal - to train remote agents quickly and inexpensively.