A complete solution to stand-up secure, home-based environments for a globally distributed workforce. Homesourcing Cloud is built on a modern, cloud-based infrastructure with advanced security and protocols that enable BYOD (bring your own device).
License the fully integrated Homesourcing Cloud or key components.
What makes up the Homesourcing Cloud?
360-degree security for the home environment
- Identity, location, device, and system verification with advanced biometrics
- Clean desk enforcement and contacts detection using environmental scans
- Advanced 2-way data encryption
- HIPAA, PCI compliance
- Workbench toolbar integration that ensures secure connections to internal resources
integrated tools to drive agent performance and efficiency
- Guided Paths® platform + library: dynamic, self-support tool to facilitate speed to proficiency during agent training. Also used by agents during customer calls to boost productivity, reducing AHT.
- SeeSupport: real-time video or image sharing between customers and agents. Available via browser, mobile, or tablet. Agents can see what customers see and annotate or describe specific instructions to resolve issues.
- Remote device support: enable agents to remotely solve a customer’s issue. Customers grant permission to establish a secure connection with an agent that can be severed at any time.
complete CRM solution that enhances agent interactions
- Ticketing system integrated with omnichannel agent tools (ExpertToolkit) and skills-based routing
- Seamlessly connect with customers wherever they are: phone, chat, SMS, social, email, and virtual house call capabilities.
- Robust API’s for integration and rich data export capabilities
- Rich analytics and dashboards that showcase AHT, program performance, and KPIs
- Advanced validation: agent, data, and environment
- Reduced time to stand-up a program with BYOD
- Reliability with a cloud-based platform unaffected by local conditions
- Improved agent performance and productivity
- Increased customer satisfaction
- HIPAA and PCI compliant