Home Agent lets contact center agents work from home, remote offices, or anyplace with an Internet connection. It supports both flexible work arrangements and virtual contact centers, giving businesses maximum freedom in the way they recruit and deploy their agents.
The solution consists of an Avaya one-X Agent® or IP Agent softphone at the employee’s desktop, driven by Call Center software running on the Avaya Aura™ Communication Manager system. When connected this way, home agents appear transparently to reporting software, wallboards, workforce management software, and other performance solutions.
This high level of integration allows businesses to get the contact center capacity they need, while still having the flexibility to recruit agents as needed, from virtually anywhere, without paying for the cost of additional office space.