Wow, that is a loaded question. We have multiple scenarios set up due to our distributed set up. For the most part, VPN was set up so agents could take their desktop PCs (with softphone installed) home and connect from there. Luckily most agents had a sufficiently sized internet connection.
We also had a group of agents that used hard SIP phones at their desks and workstations were just a Citrix thin client. We were able to change their Genesys extension to be an actual PSTN and are sending the voice to their cell phones. The agents are able to run their Citrix session from their own home PC which allows then to connect to Genesys Genesys Agent Desktop and take full control the call; they just need to answer the call on their cell phone before it goes to their personal voicemail. This is working actually very well.
This was a result of some very smart and dedicated IT people at Genesys, FCA and our 3rd party contact center vendors. We could not have transitioned so smoothly without their help.
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Davide Giglio
FCA US LLC
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Original Message:
Sent: 04-16-2020 14:30
From: Dan Fontaine
Subject: Work from Home Agents
How is everyone enabling agents to work from home?
#ArchitectureandDesign
#Implementation
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Dan Fontaine
Altivon
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