Kunnect, a provider of cloud-based telephony solutions, today unveiled its WebAgent 1.0 software for use with the Kunnect XVP Hosted Call Center solution.
WebAgent allows contact center agents who work remotely to access their company's CRM system from any Web browser. It helps contact centers integrate remote agents.
Kunnect's XVP Hosted Call Center solution is based in the Amazon cloud and can be activated within an hour or scale to meet any load demands.
WebAgent replaces Kunnect's current FAT32 User Screen software. It works with any browser to give contact center agents CRM system access. No downloads are required: a SIP phone is embedded into the Web page and a small applet is loaded into memory on the agent's computer.
"Kunnect's WebAgent sets the gold standard for remote, at-home agent call center solutions with its ease of deployment and overall effectiveness," said Patrick Gibson, president of Dealer Dialer, in a statement. "It will help grow our business of providing a superior product to some of the largest automotive Web sites in the world, including Cars.com and Autobytel."
Fred Cote, president of Kunnect, commented: "Today, many organizations are understandably reluctant to offshore call center services. They would prefer to keep their business in the U.S., particularly in light of proposed legislation. Kunnect's cloud-based contact center solution, including the new WebAgent, allows companies to offer a high-quality user interaction from a home-based worker for less than they'd pay to support an employee at a brick-and-mortar facility. We think that the flexibility and cost-effectiveness of the Kunnect solution line up perfectly with the trends that are currently affecting contact centers."