Contact centers and business process outsourcers (BPOs) are increasingly adopting remote agent models. This approach provides increased agent productivity, better scheduling and shift flexibility, easy seasonal scaling, and lower infrastructure and utility costs. However, in order to realize these benefits, contact centers need to ensure remote agents are set up for success and that accessibility and security aren’t sacrificed.
Remote Agent Challenges
While remote contact center agents offer many benefits, there are specific challenges presented by this increasingly popular model:
- Endpoint provisioning or device compatibility (with BYOD models)
- Consistent application access
- Data security
- Meeting client compliance requirements
Virtual Desktops for Remote Contact Center Agents
Virtual desktops help contact centers enable remote agents while addressing these challenges. Centrally managed but accessible anytime, anywhere, on any device, virtual desktops allow contact centers to quickly get agents up and running, maximizing productivity.
With virtual desktops, contact centers no longer need to ship remote agents expensive hardware that they’re unlikely to recover. Instead, they can confidently rely on thin/zero client solutions or agent-owned devices while ensuring all required software is accessible and compatible regardless of device or native operating system.
Virtual desktops also increase data secure, a particular concern with remote agents and agents using personal device. With virtual desktops, data is isolated within a secure environment customized to your security and control needs. Data is never stored or accessible from the native desktop and with the right controls in place cannot be copy, pasted, printed or saved to an external drive.
Dizzion Virtual Desktops for Remote Agents
Dizzion’s high performance, high availability virtual desktops are specifically built to address security and availability for remote contact center agents. Additionally, Dizzion has the only fully-managed PCI compliant and HIPAA compliant desktop as a service (DaaS) offering on the market.
Key features that make Dizzion virtual desktops ideal for contact center remote agents include:
- Independently audited and verified PCI DSS compliant virtual desktops
- Independently audited and verified HIPAA HITECH compliant virtual desktops
- 100+ security controls
- Secure endpoint solutions
- App streaming and support for legacy applications
- 24/7 support to ensure your environment is always available
Dizzion’s virtual desktop solutions allow contact centers to confidently enable remote agents without worrying about software compatibility, hardware provisioning and support, or data security.