During the COVID-19 pandemic, millions of workers around the globe suddenly switched from an in-office work environment to teleworking. The pandemic has lasted longer than anticipated, and social distancing will be around for awhile. With call centers having COVID-19 outbreaks, so many looked to go remote. However, some call centers companies remained stagnated and failed to go remote by relying on outdated on-premise services. Many call centers want to make the switch to remote-based employees, which also has the added benefit of tapping into new sources of remote employees. 

Companies like TernioSwitch have revolutionized the call center industry in recent years. Despite some call centers refusing to go remote pre-pandemic, many companies such as TernioSwitch have helped call centers transition to remote-based to enable their employees to be based anywhere around the world. While there are some legitimate concerns regarding data security, power outages, and poor internet service, call-centers can look to innovative platforms to help them switch to teleworking.

The TernioSwitch is an innovative telecommunications technology company who will enable call-center employees to work remotely. It has developed a mobile app that allows agents to stay connected to your customers, as well as your company’s entire team seamlessly from anywhere around the world. Countless industries have found TernioSwitch to be an invaluable tool, which includes numerous healthcare, financial services, retail and insurance companies. The TernioSwitch mobile app has many key features that will enable remote employees be successful at the call center.

Key features of TernioSwitch’s mobile app are numerous, innovative, and will effectuate call-center employees to work remotely. Employees can use the same credentials from their current Contact Center username and password, so they don’t have to worry about creating a new account. Passwords are updated directly through the Switch so employees don’t have to stress about creating new passwords every time. The app also includes inbound and outbound features that focus on the agent, are skills-based, or are direct dial. The transfers and conference platforms allow for both cold and warm transfers or conference calls. Additionally, a new feature is that voicemail services have been added to the TernioSwitch. The app offers CRM and analytic tools so your mobile user’s data will be available on any CRMs & Analytic Tools that are currently integrated with your business unit. Agents have more flexibility because they can select dispositions on the go. Even support tickets and feedback are generated directly from the TernioSwitch app platform. Live chats are also made easier on our platform. The TernioSwitch’s live chat functions enables employees to engage in multiple chat interactions directly from the app. Finally, the mobile app works across Android and iOS mobile devices as well as iPads, Tablets and Chromebooks.

A valid concern when moving to a remote workforce, is how Administrators can continue to monitor and track agent progress. With TernioSwitch, call center administrators now have these powerful new tools at their disposal. The TernioSwitch app also allows flexibility, where admins have the ability to add one or more agents to the TernioSwitch with a click of a button. There is better control with the ability to add or remove Admin access for your team ​directly from the dashboard. The platform enables key insights such as real-time Agent monitoring and recordings​ from in the office or out in the field. Importantly, this platform makes economic sense because there are no long-term contracts.  Our customers pay for registered users on a month-to-month basis and pay for a one-time set up fee per business unit. The platform is also very secure. The cloud deletes data after 90 days and uses 256 AES encryption – the strongest and most robust encryption standard commercially available.

The TernioSwitch platform is set up perfectly to help call centers make the change to a completely remote team. All call center companies have to do to get started is to have a Contact Center business account. Then, whoever is the company’s Administrator will go to the TernioSwitch dashboard, find the “Add Users” button, and then start adding as many call center agents as they want at the click of a button. When your company’s agents go to the App Store on their mobile device and download the TernioSwitch app, they can log in using their Nice InContact credentials. The service is integrated into the Nice inContact platform with our data and processing occurring on Microsoft Azure servers both of which are General Data Protection Regulation (GDPR) compliant.

A valid concern when moving to a remote workforce, is how Administrators can continue to monitor and track agent progress. With TernioSwitch, call center administrators now have these powerful new tools at their disposal. The TernioSwitch app also allows flexibility, where admins have the ability to add one or more agents to the TernioSwitch with a click of a button. There is better control with the ability to add or remove Admin access for your team ​directly from the dashboard. The platform enables key insights such as real-time Agent monitoring and recordings​ from in the office or out in the field. Importantly, this platform makes economic sense because there are no long-term contracts.  Our customers pay for registered users on a month-to-month basis and pay for a one-time set up fee per business unit. The platform is also very secure. The cloud deletes data after 90 days and uses 256 AES encryption – the strongest and most robust encryption standard commercially available.

The TernioSwitch platform is set up perfectly to help call centers make the change to a completely remote team. All call center companies have to do to get started is to have a Contact Center business account. Then, whoever is the company’s Administrator will go to the TernioSwitch dashboard, find the “Add Users” button, and then start adding as many call center agents as they want at the click of a button. When your company’s agents go to the App Store on their mobile device and download the TernioSwitch app, they can log in using their Nice InContact credentials. The service is integrated into the Nice inContact platform with our data and processing occurring on Microsoft Azure servers both of which are General Data Protection Regulation (GDPR) compliant.

In the post-pandemic world, many call-center and other workers want to stay remote. and In-person call centers are struggling to fill jobs because virtual call-centers are the preferred option for workers who want to work remotely. So, there is a heightened demand for telework opportunities, including for fully-remote call centers. Also, businesses want to ensure their employees are safe and reduce interruptions to operations wherever they are located world-wide. The TernioSwitch app and platform can assist traditional call-center companies make the transition to fully-remote call centers, where agents can be in any part of the world and work from home.