Call Center Management Featured Article
Fonative Reports Spike in Secure Agent Solution Adoption
One of the single greatest challenges facing remote and hybrid work is maintaining proper security. At the early stages of the pandemic, many businesses allowed employees to use rudimentary home setups to keep work flowing during the lockdown period. The approach was originally thought to be a temporary solution, but went on much longer than expected as a result of public health mandates. Because of the rush to stay productive over the last year, many organizations have compromised employee functionality and security by neglecting to provide ample work features for employees at home.
Fonative, a leading CPaaS solution provider for businesses and enterprises, is one company that is tackling this issue head on. In 2019, Fonative released Secure Agent Communicator, a secure, browser-based platform for call center employees that boasts similar features found in most physical operations. Over the course of the last two years, the Fonative representatives have reported a significant increase in usage rates, as business leaders look for a practical solution that allows employees to work remotely without compromise.
"While the trend to WFH had reversed a bit over the winter months, we have seen it once again accelerate as contact center owners and management have adapted to the challenges of managing a remote workforce," added Smith. "This was a big stress test for the Secure Agent Communicator, and we're gratified that there have been zero support tickets, showing that the long hours of engineering and testing paid off when our customers most needed it."
Since February 2020, Fonative has seen a 700% increase in usage among call center agents, and will likely continue as remote/hybrid activity cements itself in modern work culture. As contact centers operations continue to trend toward this new approach, browser-based work platforms may be the simplest, cost-effective option for companies looking to reap benefits of a dispersed workforce.
Edited by Maurice Nagle