Increase customer retention
Citrix lets contact center agents securely sign on once for seamless access to all the applications they need for the day, from any location and device. The result is faster onboarding, reduced employee turnover and higher customer satisfaction scores..
Ensure contact center apps perform fast
These days, applications are at the heart of virtually every customer interaction. But too often, business-critical apps don’t perform as well as expected. This can be especially problematic for remote agents who use home internet connections that are more susceptible to jitter, loss, and latency. Citrix equips you with a wide range of tools to keep contact center apps performing fast. Citrix Analytics for Performance uses sophisticated machine learning to detect and prevent issues.
Expand your talent pool
According to Gartner, cloud-based contact center agents will soon outnumber on-premises customer representatives3. And that’s a good thing. With contact center technology optimized for remote work, you can downsize physical office space while hiring from a larger talent pool that’s not location-dependent. Citrix DaaS (formerly Citrix Virtual Apps and Desktops service) lets you create the engaging virtual environment Gartner says is critical for success, complete with specialized HDX technology to ensure voice and video calls are always rendered in high-definition. And when you experience sudden surges in demand –– during peak holiday seasons, for example, or during new product launches – Citrix DaaS can be used to onboard new users quickly. Agents can easily and reliably work from any location, while the business maintains full visibility and control.
Secure sensitive customer data
As the number of contact center agents working outside your datacenter grows, so does the need for greater security. Nearly one-third of organizations are moving contact center operations off-premises4, allowing agents to access to sensitive customer data on home broadband networks. At the same time, traditional VPNs are leaving gaps in security and legacy technology is proving difficult to scale. To help, Citrix equips you with a modern VPN alternative. This cloud-based contact center technology allows you to securely deliver apps to agents, without exposing them to external threats.
