Operating a hybrid infrastructure
You organise your team in both centralised and decentralised structures.
This may be the answer to two challenges in customer services: basic business and peak business. Agents on site deal with regular business and receive help from flexible colleagues working from the home office.
In this setting, it will be possible to involve those workers whose geographical flexibility may be restricted, for instance due to parental leave, the need to nurse family members or a physical handicap.
The Cloud Contact Center is the collaborative multi-channel solution for business regardless of location.
To operate a hybrid infrastructure either the Professional or the Enterprise licence type may be right for you. You can find the licence type which best suits your requirements using the licence type overview.