How Tehama Rapidly Enabled a Virtual Call Center for a Major Marketing Agency
A large multichannel marketing company was faced with a twin quandary during the Covid-19 pandemic: How to fulfill previously agreed-to compliance, security and service standards with important clients, while also keeping their contact center staff safe and working from home effectively? The company’s Citrix environment at their physical contact center did not support remote work. Yet large-scale remote work was required, quickly, and real-time security and service standards had to be maintained – in particular for one major client scheduled for a major product launch in a matter of days.
Because the client’s campaign had already been the focus of several major marketing initiatives, the launch date wasn’t negotiable. The client needed a way to get all their contact center staff working from home securely, compliantly and efficiently almost immediately and with close to zero disruption to their business.
Leveraging Tehama’s cloud infrastructure, virtual rooms and virtual desktops generated several immediate and long-term benefits for this large multichannel marketing company – not least of which was the ability to uphold agreed-upon compliance, security and service standards during their client’s successful product launch. And, as already mentioned, the Tehama solution removed pressure to buy expensive hardware or procure professional services to expand the call center’s previous Citrix environment.
But there were other benefits, as well. The client quickly realized that by using the Tehama platform, they’re now able to reduce or eliminate vast swathes of expensive commercial real estate previously used to house physical call centers (including other costs like power, water, and insurance). No longer limited by geography, the client is also now able to access multilingual, multi-skilled global talent anywhere there’s an internet connection, and onboard them in minutes.
And thanks to Tehama’s secure connections, network isolation and user authentication including multi-factor authentication, the client can now support a large number of agents working from home – and onboard more, at any time, virtually instantly – through a bring-your-own-device (BYOD) policy.
Tehama expects the engagement to grow in 2020 as the client scales to meet demand for future projects.