Many businesses are expanding call center features to the rest of the organisation for better customer experience using remoe call center agents. Today, we answer one of the most common questions we get; how security works for remote call center agents where everything else is hosted on-premise.
What is a Remote Call Center Agent?
Remote call center agent uses Comstice Mobile Agent app on the tablet or smart phone, or Comstice Desktop Agent on the PC or Mac to login to on-premise call centers such as Cisco Finesse and Avaya AES using a mobile app and no desktop or laptop PC. Agents can make themselves available, receive customer calls from their GSM phone lines and can manage customer's CRM from Comstice Mobile Agent app or Comstice Desktop Agent. It is used by full-time call center agents as well as by other business stakeholders who are not full-time call center agents but part of the customer journey.
One of the main requirements we get from the businesses is that they prefer not to use VPN. Instead, there is an indirect and secure communication between on-premise call center and the mobile agent app or Comstice Desktop Agent. Comstice Mobility Server which is hosted in the call center network as a virtual appliance makes all these possible. Comstice Mobility Server will be hosted in the DMZ and mobile and desktop apps will only have a direct access to Comstice Mobility Server. It will then securely communicate with the on-premise call center (Avaya, Cisco) and will retrieve and pass the response back to the mobile apps.
No Voice over Internet
Many businesses spent a lot of time for the WeRTC-based solutions in mobile, to find out that mobile voice over data call quality is so variant, it is not suitable for the business use. Comstice Mobile Agent calls are sent through traditional PSTN and mobile networks to agent's mobile phone line. Therefore, audio channel is much more secure and reliable in terms of audio quality.
Having said that, Comstice Mobile Agent and Comstice Desktop Agent for Cisco Finesse can work with any VoIP or standard telephone line.
No Special Firewalls
There is no need for a special firewall since we are using traditional NAT/PAT between the mobile apps and Comstice Mobility Server in the DMZ and between on-premise call center servers and Comstice Mobility Server.
Only two ports need to be open on the firewall and there is no direct communication between the mobile apps and the on-premise call center. Comstice Mobility Server is a Linux-based security-hardened virtual appliance which offers maximum security in this scenario.
Many businesses are expanding call center features to the rest of the organisation for better customer experience using mobile call center agent concept. Tech support, medical care, insurance, field sales and support services, public services, call center out of hours access are all made possible by using mobile call center agent solution. It is highly secure and offers customer calls through mobile GSM networks for security as well as better audio quality. Check out Comstice Mobility Solution for more information.