Building a Work-from-Home Contact Center Platform

This case study outlines the development of a platform-based work-from-home contact center by NTT Marketing Act ProCX, aimed at reducing costs, enhancing security, and promoting innovative workstyles. The initiative was triggered by the COVID-19 pandemic, which necessitated the shift to remote operations. The company leveraged the Remote PC Array proposed by Panasonic IS, which allowed for a unified platform that streamlined the setup process and improved operational efficiency. By using thin clients and Citrix Virtual Desktops, the organization ensured high security by preventing local data storage. The study details the challenges faced prior to implementation, including the need for repeated system builds and high setup costs for small-scale operations. The successful deployment of the platform has led to positive feedback from operators regarding its performance and ease of use, as well as improved flexibility in recruitment and operational capabilities. The case study emphasizes the importance of security and efficiency in modern contact center operations.