Remote Access for Virtual Call Centers

Ensure maximum productivity from your remote workforce by enabling secure remote access to your organization's systems, applications and shared data through the ROAM Platform. Deliver more timely responses to customer service issues, increase productivity, decrease outside worker turnover and improve worker morale.

Freedom Has Never Been So Affordable

Employees and contract workers who work from home need ongoing access to company systems, applications and information in order to efficiently maximize their productivity. Information must be readily available and usable, regardless of location or choice of home computer.

Your virtual call center is expected to maintain a high return on investment and a low total cost of ownership - that's why you use outside workers. When you securely connect each remote call center worker to your systems, applications and data through his/her personalized ROAM portal, you reap a rapid return on investment and an increase in worker productivity and customer satisfaction.

Today's workers are technologically savvy, demanding tools that function as seamlessly as the world-class Internet services they use every day. Managing this IT environment securely, burdened by the administration costs of software upgrades and hardware replacement, becomes a capital-draining challenge. With ROAM, your organization takes advantage of a pre-existing infrastructure that is already working in over 100 facilities across North America - ensuring that your ROAM Virtual Call Center can be up and running properly in days instead of months – paid through a monthly fee; with no consulting fees, no extra support fees and no capital costs.

Ensure maximum productivity from your remote workers by enabling secure remote access to your information through the ROAM Platform. Working within the ROAM portal environment creates a better work experience for your workers and management.

• The ROAM Portal enables the virtual workplace, delivering a personalized virtual call center interface.

• ROAM delivers training modules, so workers can learn to handle tasks as they are given.

• ROAM leverages pre-existing “legacy” systems already in place in your organization, allowing your organization to integrate your existing work processes into the ROAM portal.

• Deliver remote access to applications - Regardless of application, location or operating system, without risking information integrity. Often, outside workers are provided with authorized access to the same systems, applications and information that are available to workers with similar job functions on the internal LAN.

• When needed, ROAM also facilitates the development of new on-demand solutions from scratch; (e.g., custom interfaces that measure whether enough calls are taking place in a satisfactory manner or enough sales are being generated).

• ROAM is scalable so your labor force can grow to handle the volume of calls. (For instance, you can rapidly add additional outsourced specialists in technical support roles to keep up with demand, safeguarding your credibility with customers.) ROAM can handle a few workers or many thousands.

• ROAM includes Analytical Tools that allow administrators to monitor user access activity, chart user activity, report on user activity and survey users to gather feedback. ROAM logs user activity for audit and compliance so managers can see what workers are doing, what information they access, when and how. ROAM helps managers verify that certain milestones have been achieved and to make certain that user satisfaction is high.

• Role-based access - ROAM provides a different portal to each user, (i.e., a manager working from home will access a portal with many more links to systems and applications than that delivered to an external worker).

• ROAM provides security – ROAM scans for virus protection on user computers and routes communication using techniques that mask ROAM activity from viruses and spyware. ROAM is compatible with 11 different methods of user authentication, allowing your organization the freedom to choose the strength of authentication warranted to protect the integrity of your data and your network.

• ROAM is “clientless” , encrypting the interchange of data using industry standard and highly secure SSL VPN technology that does not require a proprietary plug-in or application.

• ROAM is “Browser/OS Agnostic” allowing authorized users to access ROAM solutions from any location at any time, using any popular browser opened on any popular operating system (e.g., Microsoft Windows, Apple Macintosh and Linux).

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