Background
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.
Challenges
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Seamless connectivity to Genesys platform
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Quickly enable remote working
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Avoid having to install dedicated software
"With its ease of deployment and seamless integration with our Genesys contact center infrastructure, AudioCodes’ comprehensive WebRTC solution was a major factor in ensuring our agents could continue working successfully during the upheaval of the Covid-19 crisis."
Solution
AudioCodes had been a longstanding supplier of voice connectivity solutions for Yource, providing media gateways and session border controllers (SBCs) that enabled seamless connectivity between Genesys and the PSTN. Therefore, it was natural that Yource should turn to AudioCodes to find a suitable solution to this issue.
Fortunately, AudioCodes was able to propose a perfect solution based on WebRTC technology. WebRTC (Web Real-Time Communication) provides web browsers and mobile applications with real-time communication (RTC) via simple application programming interfaces (APIs). It allows audio and video communication to work inside web pages by allowing direct peer-to-peer communication, eliminating the need to install plugins or download native apps. WebRTC uses the highly versatile Opus audio codec, which is able to deliver high voice quality regardless of network conditions.
AudioCodes’ WebRTC solution includes a WebRTC gateway that mediates between WebRTC streams and external SIP-based systems, enabling communication between Yource’s Genesys contact center platform and the agents’ computer. The WebRTC gateway is fully integrated with AudioCodes Mediant SBCs, ensuring reliable and secure voice connectivity with the Genesys platform and the PSTN.
Using AudioCodes’ WebRTC SDK, Yource’s IT team was able to develop a customized WebRTC client that seamlessly manages calls between agents, the Genesys platform and callers to the contact center. The client runs in any standard browser, so there is no need for the work-from-home agents to download and install new software. They simply log in to the client web page and seamlessly handle incoming customer calls as though they were still located in the office.
Another important aspect of AudioCodes’ solution for Yource’s work-from-home agents was the crucial role played by the One Voice Operations Center (OVOC) management solution. OVOC provides network-wide voice network management and quality of service monitoring via a single pane of glass. With the move to work-from-home mode, Yource began to experience a rise in the creation of IP tickets. With so many of its agents working from home, this was understandable; Yource could not control the quality of all its agents’ internet connections. However, with OVOC in place, Yource’s IT team have end-to-end visibility of the calls made via its platform, thus giving them the ability to identify the problematic call legs and resolve any issues.
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Secure WebRTC Gateway
The AudioCodes WebRTC gateway provides seamless connectivity between WebRTC clients and existing VoIP deployments.
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One Voice Operations Center
AudioCodes One Voice Operations Center (OVOC) is a web-based voice network management solution that combines management of voice network devices and elements and quality of experience monitoring into a single, intuitive web-based interface.
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Results
AudioCodes’ WebRTC solution offers several important benefits for Yource:
- Simple, rapid deployment for work-from-home agents – No need for a dedicated application to be installed.
- WebRTC gateway fully integrated with AudioCodes virtualized Mediant VE SBC – Simplifying deployment and management, ensuring robust security and offering reliable voice transcoding.
- Tight integration with Genesys contact center solutions – Ensuring WFH agents can continue operating seamlessly and enjoying the same user experience as if they were still physically located in the office.
- Centralized voice network management and monitoring – Enabling quality issues to be resolved quickly and effectively.
