Category: Unified Communications.

At Connect, our expert team solved complex contact centre challenges during COVID-19 that the larger OEMs and SIs couldn't. Discover some of the problems we’ve helped our customers overcome, and find out how we help our partners build best-fit solutions for their customers.

After being forced to experience remote-working en-masse through the COVID-19 pandemic, many feel that the days of the traditional office-based working are a thing of the past. Many companies have been forced to rush into implementing or extending home-working solutions at pace and, as such, have lived with several compromises to achieve employee safety.

With most employees working from home, it has created some business-critical challenges for our customers to cope with that didn’t exist not too long ago. With that in mind, we thought it would be helpful to share a collection of stories of these challenges and what solution we implemented in case you are facing a similarly urgent need.

What we have found is Amazon Connect facilitates home-working for contact centre agents in this scenario very well as:

Unified communication (UC) integrates deeply into the way a business works: improving business processes, creating happier customers and boosting the experience for staff too. Any solution with high-impact, widespread benefits will encounter implementation challenges. It is impossible to wish away complexity. However, with the right approach, any UC implementation can progress smoothly.

When a disaster recovery plan is put into action for a business, it results in important decisions that need to be addressed to ensure business contingency and the continuation of serving your customers.

For example, at Connect we are always exploring better ways to ensure that we provide our customers with the best service possible, in the face of any challenges we may encounter along the way.

IT solutions for increasing employee productivity have had a dramatic effect over recent years, beginning with the introduction of email, video conferencing, and instant messaging, and more recently tablets and smartphones encouraging flexible and remote working.