The last month has been extremely challenging for all Americans and the World during the COVID-19 Pandemic. Businesses were forced to execute work at home strategies overnight to keep the organization operational and staff employed.
Next Generation Communications, LLC’s clients who have implemented hosted phone (UCaaS) and contact center solutions (CCaaS) had an easy transition of staff working from home and supporting their clients – never missing a beat!
Many of our clients have hosted contact center applications and whether in health care; behavioral health; finance or retail businesses the contact center agents are working from home answering calls meeting the needs of their clients.
All the hosted solution providers represented by NGC have built in audio and video conferencing applications and electronic fax solutions further enhancing the client’s ability to stay connected within the organization and their customers.
Mobility solutions allow staff to receive and answer calls; text and chat with their clients using their office telephone numbers protecting the privacy of their personal cell phone number while maintaining HIPAA and FINRA regulations for security.
Management has full access to reporting tools to monitor staff; calling patterns and in some cases recording of calls to ensure their teams are continuing to provide quality service to their clients during this difficult time.
Clients who have not implemented either cloud PBX technology or have premise-based VoIP solutions have not been able to answer calls live; forwarding main numbers to cell phones or use answering services to handle calls increasing costs. Some clients have been responding to voicemail messages instead of answering live calls. Staff are doing their best to respond to client calls and must block outbound caller-ID on landlines and personal cell phones to protect their privacy.
Internet bandwidth requirements have also changed during this situation. NGC has been working with carriers to increase the bandwidth at our client locations and supporting their staff at home troubleshooting issues with remote worker applications.
NGC supports our clients 24 x 7 x 365 to ensure organizations are staying connected to their clients!