Cisco Unified Mobile Agent

The Cisco Unified Mobile Agent provides the capability to use remote agents when staffing contact centers. The strength of the remote agent solution is its ability to provide an encrypted, secure, IT-managed connection over broadband to the home. The agents have complete access to all the contact center applications and bypass toll charges with VoIP. Managers are still able to fully monitor remote agents and provide e-learning programs to train them. The net results are happier, more productive agents with typically 50% less absenteeism and turnover, and a more flexible workforce that's able to expand and contract to meet business needs.