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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


2020 Buyers Guide Payment Services

 
1.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)
PH: 01442 458300
 



View more from Evolve IP

Recent Blog Posts:
The Virtual Private Network (VPN) – Is it Dead?October 9, 2020 5:00 AM
The Contact Center Solution for Covid-19 ChallengesSeptember 18, 2020 5:00 AM
Compare VDI to Hosted Virtual Desktops / DaaSJuly 14, 2020 5:00 AM
Work From Home – An Application and Identity Management Guide | Part 1July 13, 2020 5:00 AM
Top 15 Questions to Ask Yourself Before Choosing a Work Anywhere Unified Communications and Collaboration SolutionMay 19, 2020 5:00 AM
Remote Work Considerations – Illicit Applications and Shadow ITApril 20, 2020 5:00 AM
Remote Work Considerations – Remote Work is Hell for ITApril 13, 2020 5:00 AM
Is your temporary Work From Home solution letting you down?April 6, 2020 5:00 AM
Remote Work Considerations – SaaS Defense in the Wild WestApril 6, 2020 5:00 AM
Remote Work Considerations – Access Control and the Changing Role of Active DirectoryMarch 27, 2020 5:00 AM

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