pindrop

APRIL 30, 2020

Most contact centers were unprepared for the magnitude of the shift to work from home and scrambled to take steps to set their agents up with technology and secure VoIP infrastructure at home. Agents and analysts faced productivity issues as environmental changes and technology constraints took their toll.

Contact Center 75

Contact Center Banking Government At home agents 75

Cisco - Contact Center

SEPTEMBER 3, 2020

Until recently, when we talked about business continuity planning (BCP), the focus had mainly been to prepare for major unforeseen events happening in parts of the world. Within 3 days, we modified our VPN solution to meet the new requirement that at-home agents connect through VPN using static IP addresses.

Contact Center 60

Contact Center Telecommunications Wireless At home agents 60

Xaqt

JUNE 1, 2020

Contact Centers spent of much Spring 2020 scrambling to shift agents to work-from-home or bring agent seats back onshore from locations where at home agents simply weren't feasible due to lack of critical infrastructure. At the same time, Voice-over-Internet Protocol (VOIP) emerged as viable technology.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52