How to build
Work From Home Ready Contact Centers
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This is the best-case scenario the agents have a laptop and they have a great internet connection and you could even set up a corporate VPN then all the communication that's happening with the customers could happen via the VPN using WebRTC. We already have a WebRTC based softphone embedded and it works with browsers like chrome.
As long as agents have a laptop with Windows or Ubuntu or even Mac with chrome installed and there's a VPN network connectivity available, we could route calls and a complete unified agent desktop is available to the agent. Even if your organization doesn't provide a VPN, we can provide a VPN and then integrate with VPN into your corporate Network or any CGI applications. Nothing gets stored on the agent desktop. Everything is browser-based.
This is a great solution if you don't have reliable internet connectivity or there is no VPN or don't have access to the bandwidth available in the Enterprise Network, which means you can't throw out all calls to the remote agents using WebRTC. So we can actually route calls on the PSTN network to the agent’s mobile phone. But the CTI will continue to function on the laptop. So, he or she will receive a call on their GSM handphone and the pop-up would happen on the laptop and the solution would continue to function normally with all the remote monitoring capability as well as agent desktop capability that you have in a full-fledged contact center solution.
The third solution is an Android-based app that is available. This app allows the agent to monitor his pending tasks as well as receive calls on the gsm network plus a CTI pop up application. This could again be a responsive CRM application coming in from your back-end system or our team could quickly put up something and integrate with your back-end system to show the most critical information and allow the agent to take notes and dispose off the call. This recording is again happening on the cloud. There is nothing getting stored on the agent’s mobile phone. You don't even need to expose the customer’s phone numbers to the agent’s mobile.
You could also do predictive dialing here which means the agent would be constantly connected to the GSM trunk and you could have back-to-back calls coming in the agent dispossess the call and next call comes in and he could just keep the mobile phone with the headset in front of him and he would work the way he would function in a normal contact center environment.
And last, but not least in terms of its feature is that let's assume the agent doesn't have a smartphone, the agent doesn't have a laptop & the agent doesn't have any internet. What do we do? So the team has come up with a solution you could treat GSM phone as an extension and just forward calls, but we also have today designed a mechanism that agents can actually log into the contact center using an IVR. There is a specific number. The agent calls that number there is a username password allocated to that agent. And now he is logged in and then any calls coming in they could be routed based on your availability and agent skill - the way they were being done in the normal contact center and we are also very happy to inform you that you could also do outbound calls.
The agent would actually call an IVR number and then punch in the outbound number to be called and then that number would be called out so the recording would still happen on the server and nothing is stored on the agent's mobile and thus,no dependencies on the agent mobile phone. As a standalone phone, if there's nothing available, this is sort of the fallback option in which you still get access to all the contact center KPI’s and agent monitoring recording on the server and still continue doing, you know handling your customers’ conversations. We also have click-to-call support in this model.