This document discusses a WebRTC solution for remote call center agents that provides: - Support for thousands of work-from-home agents globally with high turnover and logistical challenges. - A simple, customizable interface requiring no additional software that runs in a browser and is hardware and OS agnostic. - Administration capabilities like remote agent management, QoS testing, and reporting from a centralized portal. - Security through multi-factor authentication without usernames/passwords and integration with existing PBX systems.

1. Remote Call Center Agent
WebRTC Solution

2.  Remote Agent Requirements
 Simple End User experience
 Administration Capabilities and Experience
 Optimized for Virtual Desktop or Laptop Environments
 Security and Regulatory Adherence
 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

4. EXISTING PBX INTEGRATION
BluIP Cloud
PBX
WebRTC End User
End User
Direct Trunk PSTN

5. AGENT EXPERIENCE
 Fully Customizable
 Clean and simple to use interface
 Ability to send and receive calls
 Multiple levels of authentication without
requiring User IDs and Passwords
 Runs on Chrome with no additional
software code installed on the PC
 Hardware and OS agnostic
 Perform QoS tests on the fly

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

8. For more information, contact us:
sales@bluip.com or 855-462-5847
LET’S GET IN TOUCH