Business continuity is top of mind for contact centers that had to move thousands of agents to work-from-home (WFH) environments.
"For companies that have already transitioned their contact center technology to the cloud, the transition has been easier. But for the more than 80% of organizations still running legacy on-premises phone systems, the transition is not so simple.
Many companies are opting to extend their existing virtual private network (VPN) environments to facilitate 100% at-home agents. For non-voice traffic, this makes a lot of sense. But voice over VPN is a different story."
