Adapt to Scalable Remote Working

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COVID-19 came as a shock to many BPOs, who found themselves having to develop makeshift homeworking solutions almost overnight, in order to continue operating. The challenge of working with low-functionality remote contact centre technology was further exacerbated by the dramatic increase in contact traffic caused by the pandemic. Unhappy customers, uncertain about how the global situation would affect the status of their recent transactions, flocked into contact centre queues. Legacy, on-premise infrastructure simply could not scale to meet these levels of demand.

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