We’ve all seen infographics showing how COVID-19 has done more for digital transformation in a few weeks than companies have done in months or years. As the saying goes, “necessity is the mother of invention”. This situation has made all companies plunge into telework in short notice, and forced them put aside some of their fears, both in terms of the focus of their employees and of security risks.
This situation has meant a change in the relationship and communication habits between people, but something remains unchanged: we have continued to connect amongst ourselves, even if we used new tools to do so. History teaches us that whenever there has been a change in communication habits between people, the relationship model between consumers and businesses has changed accordingly. It happened decades ago when the telephone became available in households and later, when computers became personal devices and Internet connected us all, and more recently, when smartphones broke into our lives.
Leaders such as Mark Zuckerberg (Facebook CEO) already announced that his social network will make it easier for employees to work from their homes permanently. We’ve left the initial fears behind and opened our eyes to the great opportunities that technology offers us to create a ‘deal breaker’, working model, where innovation favors companies and employees alike.
At Konecta, we think this change is here to stay and that there will be a percentage of the workforce that will work from home in the immediate future and permanently. This is why we created Konecta Cloud, an initiative to manage your Contact Center from the Cloud, and on which we will develop a set of solutions and products to support your company in this new opportunity that arises. We designed it based on several principles that will help move gradually, safely and reliably operations to this model:
- Open: Our proposal is modular and allows for the integration with existing enterprise systems, both in terms of Contact Center technology and of internal business applications.
- Scalable: We have designed an ecosystem that incorporate leading specialized partners like Amazon or Genesys, with which we provide value added services to suit the needs of each model operation. A growing ecosystem in which we will add more partners to help businesses in this journey towards digitization, robotics and data analysis.
- Safe: We prioritize security aspects in each and every one of the partners, products and solutions that we are creating within the Konecta Cloud ecosystem. We are aware of the challenge posed by the security of home offices, and therefore our approach includes the safest technologies, partners and processes in the industry.
Our first product is the virtual headquarters, a service allows creating a company office in the cloud, so that agents can best serve your customers from their homes. A product where we prioritize security, and for which we work with the leading cloud provider, Amazon Web Services: we incorporate end-to-end encryption in communications, we completely separate instances and cloud networks, and implement access control for agents with multi-factor authentication. In short, we have designed a product that ensures that teleworking is as safe as, or even safer than, working at any traditional workplace.
At Konecta, we believe that working ubiquitously and safely will be one of the major areas for improvement in this industry and to that end, we created Konecta Cloud, designed to assist companies in this journey, so that they can gradually improve results business and minimize any potential risks of this new model.