Learn about how to make the most of remote working, whether you are a remote worker or with a team of remote agents

1. The Remote Worker
Mike Kasal
Sales Engineer, Contact Center
Jeff Kerfeld
Customer Success Manager

2. AGENDA
THE REMOTE WORKER - CIC SOLUTIONS
 Why Remote Workers?
 Numbers and Trends in the industry
 Benefits of a remote workforce
 Organization
 Employee
 Risks to your Organization
 Deployment Options
 Device Options
 Network/Infrastructure needs
 Connectivity
 Home Network/Internet
 Virtual Desktop
 License Requirements
 Pros vs Cons - what will work for your organization?
 Monitoring Options
 Join, Listen and Whisper
 Agent Assistance
 Reporting
 Q/A

3. Remote Workers
Setting Expectations
Types of Home Users
 More than 50% at home
 Occasional at home worker
 Inclement weather/Disaster Recovery
Requirements for Home Workers
 Dedicated workspace
 Access to Company assets
CRM
Email
Other Internal applications
NOT looking at Remote offices

4. Remote Workers
By the Numbers
Growth Trends
 2.6% of US workforce (3.3 Million People)
 79.7% Growth from 2005 to 2012
Who wants to work remote
 79% of US workers say they would like to work from home
 50 Million workers could/would work from home
ROI
 Typical Business would save $11,000 per person per year
 Employees would save between $2,000 and $7,000 per year
 Oil Savings for the nation: Over 37% of our Persian Gulf Imports
 Equal to taking all of New York State workforce off the road

5. Why Remote Workers?
The Benefits to your Organization
Wider recruitment opportunities
 Pull from larger geographical area
Attract skilled and specialized people
Attraction to part-time positions
Higher employee retention
Less travel time/no traffic
Gas expenses – lowered or non-existent

6. Why Remote Workers?
The Benefits to your Organization
Improved Productivity
 Monitoring tools are the same
Lower operating costs – Yes and No
Improved business continuity coverage
Provides business coverage when others
cannot commute to work

7. Why Remote Workers?
The Benefits to your Employees
More Comfortable Work Environment
No commute
 Lower Out-of-Pocket costs
Higher Morale
 Flexible work hours
 More Family time

8. Why Remote Workers?
The Risks to your Organization
 Security
 Dedicated PC for Work
 Desktop Virtualization
 Dedicated telephony devices
 Technical Support
 Resolving technical issues at home
 Troubleshooting Home Networks
 Ongoing Training Opportunities
 Agent Isolation
 No more Water Cooler
 What’s that Noise
 Kids
 Dogs
 Lawn mowers etc.

9. Deployment Options
Overview
How will agents connect to your environment?
 Virtual Desktop
 VPN
 SSL connection
 Point to Point connection
Telephone options
Home Phone (or Cell phone)
 SIP Phone
 Soft Phone (using PC resources)

10. Deployment Options
Overview
Bandwidth needs (if using SIP Softphone or SIP phone)
 Recommend 12MB download speeds minimum
 Other “Internet” users at home? (Kids home from school, etc.)
PC
 BYOD or providing to agent?
 Access to other Company assets
CRM
Mail
Backend systems
 Screen pops

11. Deployment Options
Home Phone
Easy setup and configuration
 Low initial setup costs
 Voice Quality guaranteed
 Persistent Connection
Higher long term costs
 “Double Trunking”
Low Risk
 Can be tested today!
License considerations
 Agent in the office and at home?

12. Deployment Options
SIP Phone
 Connectivity
 SBC (Session Boarder Controller)
 SIP Phone registers to the SBC and back to CIC
 Secure connection
 I3 SIP Bridge
 Limitations
 Higher up front costs
 SBC cost based on number of agents connecting
 Lower long term costs
 No Telephony charges for calls to agent
 Voice Quality
 Audio traffic over the internet-No QoS

13. Deployment Options
SIP Soft Phone
PC Resources
 Audio quality can be affected by PC activity
Ideal for “Road Warriors”
USB Headset needed
No support through Terminal Services
Web Client cannot be used
SIP Soft Phone is a licensed feature in 4.0
 Maintenance cost does apply

14. Monitoring Options
Supervisor and ICBM
Agent Assistance
 Built in escalation
Monitoring Tools
 Coach options
 Client Alerts
Reporting
 Queue activity
 Agent Activity

15. Monitoring Options
Supervisor and ICBM
Agent Assistance
 Built in escalation
Monitoring Tools
 Coach options
 Client Alerts
Reporting
 Queue activity
 Agent Activity

16. Monitoring Options
Supervisor and ICBM
Agent Assistance
 Built in escalation
Monitoring Tools
 Coach options
 Client Alerts
Reporting
 Queue activity
 Agent Activity

17. Questions?