Genesys IP Remote Agent

Today’s contact center managers are faced with the challenge to reduce costs and provide ever increasing levels of customer service. The role of contact centers is changing as they are being viewed as profit centers, playing a more strategic role within the enterprise. On top of these challenges, contact center managers are also faced with the difficult task of staffing these contact centers in an environment filled with dissatisfaction and high turnover. 

Allowing your staff to work remotely – at home or in a branch office – is an excellent way to overcome the challenges of finding and retaining qualified staff and meet the demand for contact center agents at peak times. The Genesys IP Remote Agent solution enables managers to monitor agents down the hall or across the globe, seamlessly, without geographical boundaries or prohibitive cost restrictions.

• Reduce contact center labor costs while improving employee morale by enabling remote agents to work from home or branch office locations.
• Maintain the same monitoring, reporting and agent desktop capabilities for remote agents as for traditional contact center agents.
• Avoid additional infrastructure or maintenance costs as agent staffing needs change.
• Alleviate the need to hire, train, and dismiss personnel; use remote agents to quickly scale staffing to meet on-demand needs without geographic restraints.
• Utilize VoIP to bypass toll charges through a secure VPN connection.
• Deliver the full promise of IP with SIP; support and deploy new application quickly.
• Simple to use browser-based desktop client and soft-phone provide an out-of-the-box unified solution.
• Simplified desktop integration with SIP-enabled Microsoft Communicator or EyeBeam provides soft-phone and agent desktop functionality.