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Are you giving mobile employees the tools they need to succeed? - Nuance - ContactCenterWorld.com Blog

Are you giving mobile employees the tools they need to succeed?

According to the International Data Corporation (IDC), the U.S. mobile workforce is expected to surpass 105 million employees by the year 2020, accounting for nearly two-thirds of the total U.S. workforce. What’s driving this rapid growth of remote employees? For starters, smartphones and tablets have become unilaterally affordable as companies have grown comfortable with bring your own device (BYOD) programs. Additionally, wireless networks have made it easy for employees to telecommute from virtually anywhere, and provide increased flexibility to companies with large percentages of employees operating in the field, such as insurance adjusters, home care nurses, remote service associates and many more.

At the same time, exciting new technology is bringing innovation to the mobile efficiency of employees, including biometric readers, wearables, voice apps and even virtual reality. But mobility isn’t just increasing productivity and enhancing communications, it’s also changing business workflows.

The need for mobile capture solutions

While an overwhelming number of companies and employees agree that remote work increases productivity and drives higher efficiency thanks to convenience and fewer distractions, it also creates challenges when it comes to business process requirements. Remote employees may be enjoying the benefits of mobile efficiency, but their counterparts in finance may be struggling to get critical business information in a timely fashion. For example, expense reports, time sheets and performance data are often too slow to be delivered when needed.

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The key is to identify those gaps in efficiency and address them with intuitive mobile solutions. Here are some real-world examples of business processes that can become disconnected in the field:

  • Remote employees who must submit time sheets and expenses for reimbursement are sometimes forced to mail them in, delaying payment and financial reporting.
  • Logistics companies that face time-consuming, error-prone data-entry processes and constant delays in accessing critical information.
  • Medical associates operating in the field who need to receive approval signatures or patient records “on the go” in order to provide life saving procedures under pressure.
  • Data captured in a remote environment that needs to be shared quickly with the home office in order to process a customer’s request in real time, such as information related to insurance claims.
  • Field sales representatives who need to quickly enter purchase orders into office-based systems using their smartphone or other mobile device.

Complete mobile solutions for a completely mobile workforce

Mobile capture solutions are one way many companies are bridging these types processes in the field and connecting them with existing workflows. Recognizing that mobile devices have become business-critical tools, the right applications can enable workers to capture huge amounts of information on their smartphones and tablets and securely deliver that information back into the company’s business processes. They can also use mobile solutions to improve the way they manage their workforce, which also helps contribute to increased productivity, visibility and efficiency.

Whether it’s photos, eSignatures and eForms or files from mobile or cloud-based applications, any information can be easily – and securely – printed or integrated into any workflow, critical to improving productivity and saving valuable time and costs. For example, Nuance customers, TGI Office Automation and Bettenwelt GmbH & Co., were both able to increase mobile workers’ productivity with the ability to capture critical information on the go.

For these organizations, mobile capture solutions helped drive information accuracy and access while integrating with existing workflows, transforming mobile processes into a new – and sustainable – competitive advantage.

Source: http://whatsnext.nuance.com/office-productivity/mobile-capture-solutions/

Publish Date: October 13, 2016 5:00 AM


2021 Buyers Guide Remote Agent Solutions

 
1.) 
3Fiftynine

Branches
Making sure agents can work remotely isn’t a problem with Branches. The system shows accurate information, real-time. No fear of missing out on important updates anymore.

2.) 
Amtelco

Web Agent
Our Web Agent application is a web browser-based telephone agent interface for the Genesis Intelligent Series (IS) call center platform. The Genesis Web Agent application makes any personal computer a professional telephone agent station.

3.) 
Centrical

Centrical Business Continuity & Remote Work Solutions
Centrical Solutions Help Sustain Business Continuity,
Keep Employees Engaged and Connected During COVID-19
In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to

Keep calm and keep working remotely.

We offer solutions for business continuity in a crisis that provide effective engagement, communications, and reskilling of employees working from home, among other things. They will let you:

Reduce anxiety and isolation
The times we’re in require an extra effort to communicate and keep everyone connected. With Centrical, you can create an ongoing stream of communica...
(read more)

4.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

5.) 
Consilium Software

Consilium UniAgent™ Mobile
As we enter the next stage of the global pandemic, Contact Centers are faced with a new set of challenges to enable their Agents to Work-from-Home without impacting Customer Experience (CX). UniAgent™ Mobile is the ideal solution to enable Work-from-Home Agents using Tablets or Smartphones or PC without any VPN. UniAgent™ Mobile is compatible with Cisco CCE, CCX, PCCE and HCS-CC contact centers (both bridged and nailed connection). UniAgent™ Mobile is available as On-Premises or Cloud Solution which can be hosted in the Private Cloud, or on the Public Cloud (AWS, Microsoft Azure, Google Cloud Platform, etc.). UniAgent™ Mobile can be deployed in conjunction with Cisco Unified Mobile Agent (CU...
(read more)

6.) 
Dalbar Inc.

CXA iCoach
As a leading expert in contact center business practices, DALBAR recognizes the challenge of consistently delivering exceptional customer experiences with the sudden shift to remote teams. Our self-evaluation and coaching solution for remote representatives and virtual contact centers will let you meet these challenges head on. DALBAR's CXA iCoach solution, combines our proprietary criteria and over 40 years of industry research. It allows Contact Center Managers and Quality Teams to continue to improve and provide a better customer experience even when they aren't at a physical location.

7.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS. This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

8.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

9.) 
MattsenKumar LLC

Virtual Contact Center Solutions
Our virtual contact center services help our clients to run their customer support processes (phone, chat, and email) remotely. Our well trained remote agents can help them deliver the best experience for their customers irrespective of the channels. With our data security measures, engaged workforce, and the right reporting tools, our clients are guaranteed with a satisfied customer base.

10.) 
MFE International

Oracle LIVE Experience
Live Experience offers HD voice, video, Screen sharing and annotations for customer mobile users. Agents interacted with users using desktops or mobile. Applications are for Financial Services, Retail, Travel and Hospitality, Digital Services, Utilities, Coporate IT where remote HD video, screen share or annotation is needed for a great customer experience.

11.) 
Nuxiba Technologies

CenterWare
Maintain your business operation from anywhere, even if your agents are at different locations!
Don't let COVID-19 stop you. Use our cloud contact center hosted software and continue your operation.
Monitor active campaigns in our administration module, have your agents receive and dial calls, access reports, have multi-channel interactions, and obtain 24/7 support.

Easy setup and usage, request a quote or schedule a live demo today!


12.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development - For Remote Workers
Learning & Development for Remote Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.

13.) 
Vads

VADS Indonesia Remote Agent Solutions helps your company with various features that can make it easier for you and your company to stay productive, can be accessed anywhere because it uses cloud-based licenses so that it can help you and your business activities run smoothly.The features that keep your company activities running and productive.

14.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 



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