The shift to remote work has impacted workers differently. Those with their own mobile devices and laptops took those devices home and — with reasonably good internet connectivity — were able to securely access corporate applications over a VPN or using a zero trust solution.

For contact center agents, working remotely posed a different set of challenges. Contact center agents are often the first point of contact for your customers, and if they can’t communicate effectively while simultaneously accessing the applications they need to get their work done, it will affect customer satisfaction scores.

Most contact center agents use shared devices and contact-center-as-a-service software hosted in the cloud to get their work done. In most cases, for agents to work remotely, IT teams needed to do the following:

  • Procure new devices for each agent and install critical software apps they need to get their work done.
  • Provide secure access to corporate-approved applications, protect data passing over the internet, and ensure customer data is protected.
  • Ship configured devices to agents’ homes and make it easy for them to sign on and get started helping customers.

This can be a heavy lift, especially with large enterprises that need to support hundreds or thousands of agents worldwide.

At today’s Citrix Launchpad: Work event, we showcased our joint Citrix and Chrome OS solution that enables organizations to quickly onboard contact center agents, anywhere in the world, with the highest levels of security, performance, and reliability. We provide organizations with a validated contact center solution that works together seamlessly to provide the following benefits.

Increased Contact Center Agent Engagement and Productivity

  • Secure, fast, and easy access to contact center applications delivered virtually on Chrome OS with Citrix Workspace, regardless of agent location.
  • Optimized audio and video for virtual applications on Chrome for the best experience.
  • Uninterrupted and reliable network connectivity with Citrix SD-WAN.

More Robust Protection for Business and Customer Data

  • Multi-layered security with Chrome OS ensures customer data is never stored or cached locally, reducing risk.
  • Enforce corporate policies with Citrix Secure Private Access like disabling the ability for agents to cut/copy/paste, apply watermark on apps for data loss prevention.
  • Protect agents from internet-based threats with Citrix Secure Internet Access.

Reduced Total Cost of Ownership and Increased Operational Efficiency

  • Onboard remote agents faster with drop shipping of Chrome OS devices and zero-touch enrollment.
  • Reduce IT overhead by centrally managing applications and keep them updated.
  • Device sharing allows agents in the office and working in shifts to securely use the same device.

As contact centers prepare for a post-COVID work world, organizations can position themselves to deliver best-in-class customer service with a joint Citrix and Chrome OS solution. For contact center agents and their IT departments, we made sure the full solution just works, simply and quickly, making it easy to connect securely and from anywhere. For organizations like Synchrony, Citrix and Chrome OS provided a faster, affordable, and highly secure solution for their remote contact center employees.

Together, Chrome OS and Citrix offer experiences designed for the end-user, including strong product integrations that enhance audio and video passthrough, advanced security with built-in protection at the endpoint and in the cloud, and the ability to support any workload, from SaaS to legacy enterprise apps.  Learn more about how this joint solution works by reviewing our new reference architecture.

If you’re ready to enable your agents and IT team with the simplest and most secure contact center solution available today, contact us to get started with Citrix and Chrome OS.

For Citrix Investors

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