Contact centers need a flexible and secure infrastructure to support remote access to support home agents, “on the go” leaders, outsourcers, business continuity, and branches and retail outlets. Fortunately, enhancements in core technology and network connectivity, along with the proliferation of cloud systems, create a simplified approach to remote access to contact center systems. For… Read More »
Contact centers have been intrigued by the promise of home agents for years. Technical and economic hurdles have prevented many centers from giving the remote workforce option serious consideration. VoIP-based technology offerings help get centers over the technical hurdles. But you need to consider the enabling technology carefully to ensure that you get acceptable voice… Read More »