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As Contact Centers Scramble to Respond to the COVID-19 Ribbon is Keeping Teams Connected
As the Coronavirus pandemic continues to spread, not only are contact centers challenged to keep up with surging volumes of calls, especially in the healthcare, insurance and government sectors, but to also comply with recommendations to work from home.
Ribbon Communications, a real time communications technology company, this week announced they are making their Kandy Communications Platform as a Service offering available to contact center operators (as well as to enterprise teams generally).
Calling it Work@Home, the solution delivered full Unified Communications, Collaboration and Omnichannel capabilities on a unified platform, with mechanisms to quickly spin up a virtualized contact center in a matter of days, and as it scales, in a matter of hours.
All the at-home workers require is broadband Internet access and a computer with a headset
“In light of the COVID-19 pandemic, companies must be empowered to shift their operations to alternate locations quickly and efficiently,” said Sacha Gera, Senior Vice President, Cloud Products. “Our Kandy Communications Platform as a Service (CPaaS)-based solutions enable companies to rapidly meet this need seamlessly and cost-effectively.”
Fully functional licenses are available from select partners free of charge until June 30, 2020, with no strings attached.
“At times like these, it’s important for those of us in the connectivity and communications business to come together and support each other,” Gera continued. “Contact center agents are on the front lines during this crisis, and the better their tools, the better they can serve people. By not commuting to the office, or being present in often large facilities with hundreds of agents, they are also doing their part to stem the spread of this highly contagious infection.”
Enterprises that need to switch their operational model to an all-remote workforce have access to a complete Unified Communications and Collaboration solution with Ribbon’s Smart Office, which provides screensharing, HD video whiteboard, group chat, conferencing and more on both desktop and mobile clients.
Today’s stressed supply chains and major disruptions make customer support more important than ever. Contact centers looking to keep their operations uninterrupted while moving to a decentralized and remote model can turn up a working contact center in 30 minutes via Kandy’s Live Support, gaining a complete omnichannel contact center from a web browser.
“We remain completely committed to working closely with our customers and partners to minimize the impact of the COVID-19 pandemic” Mr. Gera added.
Juhi Fadia is an engineer, analyst, researcher and writer covering advanced and emerging technologies.
Edited by Maurice Nagle
