Yource

Yource is based in The Netherlands, Belgium, Luxembourg, Bulgaria, Morocco, Suriname and Spain, where they offer a unique fulfilment of customer contact services through outsourcing, insourcing and staffing services. Their customizable sourcing solution adds proven value for their clients and their community of employees, who they call Yource members. With 12,000 Yource members they empower organizations to stay a step ahead in customer contact.

At the moment, Yource employees work from home wherever possible, and they offer nine languages of customer contact: Dutch, Flemish, French, German, English, Spanish, Italian, Luxembourgish and Bulgarian.

For more information, visit the Yource website.

Challenges

With agents located in over 50 sites in the Netherlands and abroad, Yource’s contact center operation had been based on a Genesys platform for several years, offering services to a wide range of business customers. When the Covid-19 crisis hit in early 2020, Yource, like many companies around the world, was forced to close down its offices and move its agents to a work-from-home mode. While this switch was an unavoidable headache for any business, for a company like Yource, whose agents needed to be available with reliable voice connectivity throughout their working day, it was particularly challenging.

The Genesys platform offered a software client which would enable simple connectivity between agents and customers calling in from the public telephony networks. However, this required installation by Yource’s IT department and ongoing support. That was fine if the device the agent was using belonged to the company, but many agents did not have computers provided by their employer and had to use their own personal devices. With no control over the specifications and configuration of those employees’ computers, Yource needed to find a solution that would enable agents to connect to the Genesys platform and work from home successfully without the need to install any dedicated software.