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Lessons Learned: Remote Work During Covid-19 and Beyond - Cloudonix - ContactCenterWorld.com Blog

Lessons Learned: Remote Work During Covid-19 and Beyond

By Eric Klein, COO at Cloudonix, Inc

In 2020 the world changed forever, Covid-19 came and enterprises were forced to make a digital transformation that they never anticipated, they needed to allow employees to work from home and work remotely in ways that were unlike anything they had ever had to support before. This meant coordinating different types of technology to support them, new management techniques, changing ways to monitor and manage the teams.


People were expecting that the world would return to the way they were before the Covid-19 pandemic, but study after study has shown that this is not likely to be the case. For example, Cisco surveyed 10,000 people across 12 markets in Europe, the Middle East and Russia for its Workforce of the Future research. They found that even though only 5% of those surveyed worked from home before the lockdown, but in the survey, they found that 87% of workers wanted the ability to choose where they worked. Now companies are discovering that the benefits (financial and flexibility) are far beyond anything they anticipated.

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But the technology to support them has never been considered before this. Connecting people securely to computer systems has been around for years. VPNs and secure connections have been around since the ‘90s, but what about the voice side of things? Unless your company was already using cloud services you will need to change a lot for your employees to be able to maintain the same level of voice services. This is especially true if you are using on premise IVRs, voicemail, call recordings, etc., or if you are using systems to integrate the calls to your CRM. The biggest impact will be if your company uses call center monitoring and tracking to judge or even train your staff.
We ran a survey of call center managers over the summer of 2020 and found that keeping the business running as it was before (no changes in processes and continuing to monitor the agents) made up a combined 67% of the responses.


Now these results combine with the multiple news articles about companies extending work from home (even after the vaccine) to tell us that the temporary solutions that companies are using will not scale or support them in the long run.


Employees sharing their phone numbers with people they call back is unacceptable; not tracking or recording those calls may violate various compliance rules. . Look at the rules under HIPAA, CCPA, GDPR, FCA, and others. This kind of private information being shared is a big legal risk for companies. Not to mention you don’t want your customers / patients /clients having the personal phone numbers of your staff to call them directly and bother them.


Your current options for connecting their voice communications are varied, some require more time and expense in hardware or licenses, others require complete working processes and how staff is managed. To look at a few:

Use a VPN to connect your employees to the office systems via VoIP using VoIP phones or softphones. If the employees are already used to working with headsets then the softphone requires less changes. The problem is that VPNs are not designed for VoIP and can give a poor quality voice experience. You can learn more about why VPNs are not good for VoIP by contacting the author.

  • Move to a cloud voice solution. Again, this can be via VoIP phone of softphone, but here you would need to rework your processes and systems to accommodate the new cloud systems. There are also more technical issues that your team will need to address to configure the new systems as they connect to your existing CRM, call recording, and employee monitoring. There may also be a need to port (move) your phone number from one phone company to another.
  • Use a system that securely connects to your existing on-premise systems and allows the employees to use a VoIP or softphone the same way they would work at their desk. No retraining, or changes to the processes and systems as they are connected to those systems. With Cloudonix, you can have them use preconfigured softphones or spend the 2 minutes for a one time configuration to get them connected to the existing office systems.

At Cloudonix, we have seen a number of cases where the voice communications issues were holding companies back with their business as they needed help with work from home. For example, a company that had 5 call centers, and spent more than $100,000 in new Avaya licenses to enable one of the call centers for work from home. The idea that they could use a service for the remaining locations at a fraction of that cost blew their minds. A rights benefits company was suffering because less than 20% of their staff was allowed to work in the office, by adding the Cloudonix WFA service they were back up to full service with 85% working from home.

Companies are now realizing that their initial “quick and dirty” solutions for work from home are not going to work longer term and they are seeing that work from home will remain part of their requirements ever after this pandemic is over. Now they are looking for stable, affordable solutions that will meet their current and future needs, and have the flexibility to grow or shrink as their situation changes.

The Cloudonix SaaS solution enables the security and flexibility that will enable you to better support your team and, more importantly, your customers.

About Cloudonix:

Cloudonix is a cross-platform, in-platform communications infrastructure - providing businesses with faster, smarter communications channels that can integrate with existing business communications systems and save the business both time and money. Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix adds Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

Publish Date: June 29, 2021 5:18 AM


2022 Buyers Guide Computer Telephony Integration

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

10.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 



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