It was a pleasure to interview Francois, on how Interact Strategies was able to assist contact centers make a quick shift to all remote employees.
How has Interact Strategies helped contact centers remain connected during this unprecedented time of social distancing and the closing of so many offices?
Well, after this first week of sheltering in place, my team and I can now confidently demonstrate how to move 1,500 people from 6 companies to home offices in 3 days or less! (Laughs)
One of the easiest technologies to do this with was our web audio and its ability to provide full connection to our clients’ systems from home just by logging into a browser. No downtime. Calls were handled–in and out–with the audio on the browser itself.
They don’t need an actual phone to make their calls?
No handsets were needed. No infrastructure deployment needed. And that’s for systems that were on-premise systems, not cloud systems.
Also, some users who didn’t have quick access to this technology were able to turn any device they have with a 10-digit phone number into their office phone.
Then, using the software, they got their old interactions as well as the ability to make and receive calls as if they were in the office. but using a cell phone or a land line.
Sounds like you were prepared for something like the COVID-19 pandemic!
Some of the transition features were inherent in our technology, yes. But we did have to create training and instructions on how to set up the infrastructure.
For example, some people had to pick up their computers from the office and bring them home. So we prepped their computers and showed them how to connect their systems back at their homes. I have a few clients I’ve done that for.
Also, some clients who already had a simple soft phone associated with their system, we showed them how to connect via VPN from their home offices.
Congratulations, Francois, on such a giant transition in so few days!
Contact centers are inherently the first types of services that people turn to in times of crisis. It’s our job to prepare for this kind of emergency event and make it appear seamless to our clients’ customers. In such a difficult time, it’s rewarding to know the preparation effort we put in paid off and our clients had very little disruption in service.