How Tehama Rapidly Enabled a Virtual Call Center for a Major Call Center Firm

Challenges

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.

woman talking on the phone while using a computer

A traditional approach to the work-from-home problem – sourcing, imaging and shipping hundreds of laptops to remote staff – wasn’t just uneconomical, time-consuming and insecure. Because global supply chains at the time were in massive turmoil, it was also next to impossible. Setting up a large-scale virtual private network (VPN), another well-known option, was also considered too expensive, relatively insecure, and not nearly nimble enough to get them set up in time.

And then the client met Tehama.

 

The Solution

Tehama was able to provision secure, SOC 2 Type II compliant virtual desktops, onboard the client’s large number of call center agents dispersed across the region, and get those agents working within a matter of minutes with no CapEx, professional services fees or device upgrades required. Remote workers were able to instantly connect with data-sensitive corporate systems, while the client now has the flexibility to easily scale up or down quickly to match peaks and valleys in traffic and demand – again without requiring any CapEx.

Each call center agent was able to access their Tehama virtual desktop from any device with an internet connection, whether that device was 10 months or 10 years old, and start working practically instantaneously. Indeed, it was precisely this velocity that the client says was Tehama’s most valuable differentiator. “The speed and agility at which the Tehama technical team solved problems, collaborated with our team of engineers, and got us up and working was second to none,” a senior manager at the client company says, adding that Tehama’s flexibility to quickly set up and run specific call center applications such as soft phones, CRM tools, database connectors, screen capture software, and call recording software was also vital.

“All the tooling we need to run a call center, including managing telephony connections between the Tehama Gateway and virtual Rooms – it was all done literally overnight.”

Benefits

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.

Man using a virtual desktop laptop

Next Steps

Tehama expects the engagement to grow in 2020 as the client scales to meet demand for future projects.

People sitting around a desk talking and writing notes
People sitting at a shared desk using laptops with headphones on
Group of people sitting together, laughing while using laptops