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The Contact Center Solution for Covid-19 Challenges - Evolve IP - ContactCenterWorld.com Blog

The Contact Center Solution for Covid-19 Challenges

The recent health crisis has forced contact centers to quickly spin up patchwork, work-from-home solutions, or dramatically alter their physical contact center footprint. Now, with businesses evaluating a long-term strategic change toward work anywhere users, IT and contact center leaders are looking at better ways to connect agents not only to the contact center solution, but to the critical applications they need to do their jobs.

The Most Common Work From Home Challenges:

  • Agents could no longer request immediate help from their Supervisor and SMEs by raising hand or walking to desk
  • Supervisors lost ability to observe, coach, and evaluate Agents by sitting with them
  • WFH technology varied by user and IT drowned figuring out how to fix infinitely different configurations, home networks, and ISP issues

 Leading Contact Center Software Solution:

A Unified solution that seamlessly unites the Contact Center and the rest of the organization

Evolve Contact Suite

Evolve contact suite is a fully unified, omnichannel contact center that integrates with PBX, workspaces, and Microsoft Teams and is priced significantly lower (30-40%) than competing solutions.

Contact Center in the cloud is an essential part of a Work Anywhere solution. According to recent research, 71% of respondents consider a unified Contact Center and PBX important.

Benefits of this Approach:

  • Flexible WFH Deployment Options – Agents can operate via the best endpoint for their needs including a softphone (ECS or Teams or UC1), their mobile phone, a physical handset (SIP or Teams), etc.
  • Seamless Customer Experience – Agents can collaborate with anybody in the organization to get the answers they need plus they can instantly conference or transfer a Supervisor or SME.
  • Leadership Empowered – Supervisors can remotely listen to live interactions and “whisper” in their Agent’s ear to provide instant coaching.
  • Expanded Labor Pool – Leadership has the flexibility to hire staff that can Work Anywhere.

Contact Evolve IP to learn about Evolve Contact Suite, a fully unified omnichannel contact center solution that integrates with PBX & Microsoft Teams to deliver superior customer experience and enterprise-grade business continuity.

Source: https://www.evolveip.net/blog/the-contact-center-solution-for-covid-19-challenges

Publish Date: September 18, 2020 5:00 AM


2021 Buyers Guide Visual Communications

 
1.) 
SJS Solutions

Optymyse
Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people. Using a scientifically supported formula, Optymyse delivers stunning visuals which unlock the full potential of your contact centre whilst protecting the mental wellbeing of all of your employees.

2.) 
TeamViewer

Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 



View more from Evolve IP

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Work From Home – An Application and Identity Management Guide | Part 1July 13, 2020 5:00 AM
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