The document outlines the agenda for a presentation on remote work, covering the benefits, risks, and deployment options for remote employees. It highlights industry trends, employee preferences, and potential cost savings for businesses and individuals. Additionally, it discusses monitoring tools and technical support requirements for remote workers.

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?