It’s interesting how quickly life can change in a week, and the way we work changes right along with it. Organizations are now struggling to balance the needs of customers with the safety and health of their contact center agents.
Every organization has a disaster recovery plan, and in many cases the focus of those plans is to quickly restore operational capacity if a data center is offline or a site is inaccessible. But there are different considerations for business continuity vs. disaster recovery. Though most customer service groups and contact centers have disaster recovery plans, few have tools and processes for sending the majority of their workforce to work from home.
In addition to shifting agents to work from home, organizations need to increase the capacity of their systems to account for an influx of calls.
Efficiently deploy Webex Contact Center
To address these challenges, organizations are using Virtual Private Networks (VPN) to allow agents to connect remotely from home. The use of VPN can put a strain on systems that were not designed to support a large number of work from home agents. The result can be poor audio quality and inconsistent connectivity to systems needed to assist callers with their questions and issues.
WWT is working with Cisco to provide a solution to address these challenges by offering a quick-to-deploy contact center solution. At the heart of the solution is Webex Contact Center which is a native-cloud, omni-channel, scalable and secure contact center solution. The quick-to-deploy solution offers flexible terms, support up to 1,000 agents and PSTN access included, with all of this deployed within five days (yes, all of this capability within 5 days).
In order to take advantage of such a quick turn up of the solution, we will be limiting this to simple call flows, no customizations and no third-party add-ons. Voice, email management and web chat are included as part of the offer. There are no commitments for call volume, agent counts or term. The quick-to-deploy solution will only include local PSTN, so existing toll-free numbers will need to be forwarded from the organization’s carrier. For healthcare customers, Cisco is also offering the first 90 days for free.
WWT's Contact Center Practice is well developed, and we're ready to help. Please contact me if you need assistance to quickly develop a strategy to migrate agents from the contact center and enable them to work from home.