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Remote Working Preparedness for COVID-19 (Coronavirus) - Evolve IP - ContactCenterWorld.com Blog

Remote Working Preparedness for COVID-19 (Coronavirus)

The way people work has evolved. Employees expect businesses to provide access to the right tools to be able to work remotely, at any time, on just about every device that you can imagine. According to IDC, 72% of employees will be working remotely by 2020.

And with the outbreak of Coronavirus, it’s become more critical than ever for businesses to be able to support remote working for their employees along with the ability to seamlessly and instantly collaborate with their teams and customers.

Like most businesses, if you have remote employees or plan to implement a Work from Home (WFH) program, Evolve IP has put a Work From Home Checklist together to enable business continuity.

In the meantime, in this blog post series, we’ll discuss the top things that you need to start thinking about to implement a remote working plan:

Implement A Robust Work From Home Platform

The key items to address from a technology perspective are the ability for employees to collaborate with their teams and customers using a single platform along with the ability to access all the tools and business applications that they would need to get their work done. Here are some specific suggestions to consider when determining the right technology platform for your employees:

Virtual Workspaces - Identity and Access Management, Desktop as a Service and More

Control SaaS Applications - Enable an IAM solution with a SSO portal so users will need only one set of credentials. Ide- ally, multi-factor authentication can be added into this offering to enhance security even further. Check if your solution will be hosted in HIPAA / HITRUST, PCI and SOC compliant data centers as necessary.

Help your helpdesk – Some estimates have a single password reset costing upwards of $70 per incident. Lots of remote workers in new environments may tax your help desk more than ever. An IAM / SSO solution will be a big help here.

Legacy Applications and Virtual Desktops – Depending on your users you may have individuals that need access to ap- plications that are hosted on premises. Others may need a full desktop experience to do their jobs. Get a list of user types together and determine needs for hardware such as thin / zero clients.

Team Collaboration -

  • Do your employees use multiple/different collaboration systems today? If yes, have you considered adopting a single collaboration solution such as Microsoft Teams, Cisco UC etc.?
  • What are the ‘must-have’ features for your collaboration solution? Here are the top few that we’ve seen customers typically choose to support their remote workforce:
    • Collaborative, persistent chat with your team members
    • File sharing and group editing simultaneously from anywhere in the world
    • Multi party audio and video calling for a more personalized meeting experience
    • Remote, mobile and guest conferencing with internal and external workforce
    • Presence to learn if your remote associates are available for a quick conversation
    • Workstreams comprising of direct messaging channels to collaborate with Teams
  • Does your phone / communications system integrate with your collaboration software for a seamless experience? If not, then that’s where the market is headed.
  • What are the ‘must-have’ features for your phone system? Here are the top few that we’ve seen customers typically choose to support their remote workforce:
    • Call recording
    • Receptionist Applications
    • Contact Center Features such as wallboard/dashboard, IVR, Callbacks, Surveys, Speech Analytics, etc.
    • CRM Integrations
    • Calling, number porting, global presence
    • Supporting Handsets
    • Miscellaneous UCaaS features
    • Administration portal to configure and manage telephony, voicemail, call center & conferencing functions O Are your employees phone calls / agents customer calls being recorded?
  • Do you have a bring-your-own-device (BYOD) policy? If not, and employees don’t have a work laptop to bring home, it’s a great time to investigate one.
  • How will your employees access applications hosted on-premises?
  • Will you remotely support the at-home equipment? Will your existing Support hours suffice?
  • Where are the support boundaries drawn for personal equipment? Is this solely the employee’s responsibility?

Click here to download our entire Work From Home Checklist to ensure business continuity during the Coronavirus outbreak.

Source: https://www.evolveip.net/blog/remote-working-preparedness-for-covid-19-coronavirus

Publish Date: March 9, 2020


2024 Buyers Guide Dialer Solutions

 
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.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

4.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

5.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

6.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

7.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)
 



View more from Evolve IP

Recent Blog Posts:
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Virtual Desktop Infrastructure (VDI) Workspace ExplainedOctober 26, 2021
Your Guide to Contact Center as a Service (CCaaS) with Microsoft Teams IntegrationOctober 5, 2021
3 Takeaways from the 2021 Gartner® Magic Quadrant™ for Contact Center as a ServiceAugust 24, 2021
Hybrid Work - 5 Keys to Building an Effective Hybrid WorkforceApril 5, 2021
Hybrid Office & Microsoft Teams Direct RoutingMarch 23, 2021
The Virtual Private Network (VPN) – Is it Dead?October 9, 2020
The Contact Center Solution for Covid-19 ChallengesSeptember 18, 2020
Compare VDI to Hosted Virtual Desktops / DaaSJuly 14, 2020

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