Working from home (WFH) went from a growing trend to mission critical almost overnight due to the COVID-19 pandemic. The pandemic changed both the companies’ confidence in their employees’ ability to work productively from home, as well as the employees’ request for greater flexibility in their approach to work.
The need to work from home poses special challenges to contact centers that are used to hosting a large number of agents working in the same location, all protected by an enterprise grade firewall and connected to high quality MPLS data connections. In this paper, we will explore how to employ remote connectivity to enable contact center agents to work from home, while allowing customers to communicate, over the internet, with the contact center directly from their computers and mobile devices.
