Remote Agent Solutions

Enable your contact center team to work from anywhere with professional-grade voice communications through their web browser.

The Remote Work Challenge

The shift to remote and hybrid work exposed a painful reality: traditional contact center technology wasn't built for distributed teams.

You've probably experienced some version of this: IT teams scrambling to ship desk phones to agent homes. VPN capacity maxing out. Agents struggling with softphone installation on personal computers. Help desk tickets flooding in about audio issues, installation failures, and network problems.

Meanwhile, your operations team is trying to maintain service levels while wondering if new hires will get their equipment in time for training.

What If It Didn't Have To Be This Hard

Browser-based calling completely changes the remote agent equation.

New agents receive login credentials via email. They click the link, log in through their browser, and they're taking calls within minutes. No equipment to ship. No software to install. No IT helpdesk tickets.

Experienced agents switching to remote work don't need retraining. They open their browser, see the same interface they're used to, and start working immediately.

Real-World Impact

A financial services company we work with needed to transition 300 agents to work-from-home during a facility emergency. Using browser-based calling, they had everyone operational within 4 hours. With their previous setup, this would have taken weeks and tens of thousands in emergency hardware purchases.

An insurance provider reduced their average agent onboarding time from 3 days to 45 minutes by eliminating all the technical setup steps that used to come before actual training.

A healthcare support center cut their per-agent technology cost by 60% by deploying low-cost Chromebooks instead of full Windows PCs—possible only because browser-based calling doesn't require traditional softphone applications.

What Agents Actually Experience

Morning login:
Agent opens Chrome, navigates to the contact center portal, signs in (often with single sign-on), and clicks "Ready." Their browser-based phone is active and calls start routing to them.

During calls:
All the standard telephony features work as expected: hold, transfer to another agent or department, three-way conference calls, mute, and DTMF tones for navigating IVR systems.

Between calls:
Agents can see their call history, leave notes, access knowledge bases, and interact with CRM systems—all within the same browser interface.

Changing locations:
An agent working from home in the morning can log in from a coffee shop in the afternoon (assuming your security policies allow it) without any special configuration. Same credentials, same experience.

What IT Teams Experience

Deployment:
Create agent accounts in your IAM system (or sync from Active Directory). Send login credentials. Done.

Support:
Dramatically fewer support tickets. No codec conflicts. No driver issues. No "reinstall the softphone" solutions. Browser problems are rare and usually resolve with a simple refresh.

Scaling:
Need to add 50 agents for seasonal demand? Create 50 accounts. They can start working immediately—no lead time for equipment procurement.

Security:
All connections are encrypted by default. Browser security updates happen automatically. No legacy softphone versions creating security vulnerabilities.

Technical Requirements (The Honest Version)

Agents need:

A broadband internet connection (at least 1 Mbps up and down per agent)
A modern browser (Chrome, Firefox, Edge, or Safari)
A USB headset (or built-in microphone, though quality suffers)
A reasonably quiet place to work

That's really it. You don't need enterprise-grade business internet. You don't need special networking equipment. Home internet connections work fine for the vast majority of agents.

Network quality matters more than speed. A stable 5 Mbps connection will outperform an unstable 50 Mbps connection. But most modern home internet easily meets the requirements.

Common Concerns Addressed

"Our agents work in areas with unreliable internet."
WebRTC is actually quite resilient to network variation. The Opus codec adapts to changing bandwidth, maintaining call quality even when connections fluctuate. That said, if internet drops completely, the call will disconnect—just like it would with any VoIP solution.

"We need agents on our corporate network for security."
Browser-based calling works with your existing security posture. Agents authenticate through your identity system. Connections are encrypted. You can require VPN if your security policies demand it (though it's not technically necessary). Many highly regulated industries run remote agents without VPN using WebRTC.

"What about agents using personal computers?"
This is actually an advantage. Since nothing is installed on the agent's computer, you have zero footprint on their personal device. No corporate software on personal machines. When they log out, there's nothing left behind in the browser.

"How do we handle call recording for compliance?"
Recording works the same as with traditional phones. The recording happens on your infrastructure, not on the agent's device. They never have access to recording files, and recordings are never stored locally.

Integration with Your Existing Systems

Browser-based calling doesn't exist in isolation. It integrates with:

Cisco environments:
Works as a Finesse gadget for CCE/CCX deployments. Registers to CUCM as a third-party SIP phone. Supports Cisco mobile agent configurations.

CRM systems:
Embed the browser phone inside Salesforce, Dynamics, ServiceNow, Zendesk, or Hubspot. Agents never leave their CRM to handle calls.

Workforce management:
Your WFM system sees browser-based agents exactly like any other agent. Scheduling, adherence tracking, and forecasting all work normally.

Quality management:
Calls are recorded through your existing recording infrastructure. QM teams evaluate browser-based calls the same way they evaluate any other call.

Cost Implications

The math is straightforward:

Traditional setup per agent:

Desk phone or softphone license: $100-300
Shipping and installation (remote): $50-100
IT support time: 1-3 hours
Ongoing maintenance: ~$50/year

Browser-based setup per agent:

Hardware: $0
Installation: $0
IT support time: <15 minutes
Ongoing maintenance: ~$5/year

For a 100-agent contact center, that's $15,000-40,000 in first-year savings, plus dramatically reduced ongoing costs.

Getting Started

The implementation path depends on your infrastructure:

If you're using Cisco CCE/CCX:
We integrate with your existing Finesse desktop. Agents see the browser phone as a gadget in their Finesse interface. Setup typically takes 1-2 weeks including testing.

If you're using Expertflow CX:
It's built in. Just enable it for your agents. Takes about an hour to go from decision to first calls.

If you're using another platform:
We'll work with your technical team to integrate through standard SIP protocols. Timeline varies by platform but typically 2-4 weeks.

Want to see how it works in your environment? Contact us to schedule a demo with your actual contact center infrastructure.