2. Remote Agent Requirements
1. Simple End User experience
2. Administration Capabilities and Experience
3. Optimized for Virtual Desktop or Laptop Environments
4. Security and Regulatory Adherence
5. Rapid Deployment Capabilities
REMOTE AGENT SOLUTION
3. ENTERPRISE CHALLENGES
Support for up to thousands of work-at-home agents spread globally
High turn-over rate of work-at-home agents
Logistics of training and supporting all the work-at-home agents
Administering and managing the User IDs and Passwords
Very large mix of broadband access
Requirement for a unified and standard experience
Zero or minimal software installation
Ability to support desktop or virtual desktop environment
Must be scalable, secure and simple to use
5. AGENT EXPERIENCE
Fully Customizable
Clean and simple to use interface
Ability to send and receive calls
Multiple level of authentication without
requiring User IDs and Passwords
Runs on Chrome with no additional
software code installed on the PC
Hardware agnostic
Perform QoS tests on the fly
John Smith
323-123-4567
6. ADMIN EXPERIENCE
Remote Agent Administration Portal
Clean, Simple, and Customizable
QoS testing for agents with email notification of
results
Ability to forcefully log off or completely remove
an agent
Dashboard view of agent statistics:
# Online
# Of Total Agents
# Potential Agents
# Available DIDs
Easily send a QoS test invitation to agents
Easily export to Excel for customized reporting
7. REMOTE AGENT AUTHENTICATION FLOW
Agent launches
WebRTC
Agent inputs
Email Address
Approved
Domain?
Access Denied
Fingerprint
Test
Record user IP
Address
End
Validation
Successful?
Send Email
Validation
Code
No
Yes
No
No
Web RTC is
loaded and
Registered
with DID
Yes
New or
Existing
User?
Yes
Existing
Assign DIDNew
Create User