COVID-19 (Coronavirus) Business Continuity Planning and Resources. Get Agents Up and Running at Home in Just 48 Hours

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Paramount to providing service in the event of a pandemic like COVID-19 is to ensure that your customers are always able to reach the contact centre – even in the event of network or voice service outages. Unify have been working closely with our globally recognised partners to deliver scalable, flexible solutions to ensure service reliability and help organisations to “keep the lights on” during this stressful time. 

We can help with:

Safe Service Continuity

  • ACD & IVR
  • Calls, Chats & Email
  • Integrated Softphone
  • Voice Recording

Agent Performance & Compliance

  • Quality & Coaching with Analytics
  • Performance Mgt.
  • Screen Recording

Service Level Assurance

  • Workforce Forecasting and Scheduling (WFM)

 Keep your agents safe and your customers satisfied. Plus, with a complete suite of integrated workforce optimization (WFO) capabilities, you can restore your full business operations remotely within days.

Keep your Employees Safe

Helping your agents to safely and productively work from home is an essential part of business continuity planning. Unify Communications can now provide a free work-from-home offer for up to 60 days to support business continuity, in addition to the best practice resources on this page. Working with some of the industry leading contact centre vendors, we can deliver a solution to help your agents continue to serve customers at home.

Checklist: Work-from-Home Readiness

Checklist WFH Agent
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Work-from-Home Agent Best Practices

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Work-from-Home Agent Whitepaper

Work at Home Agent

Shift Work Across Locations

Drawing on a global, geographically redundant cloud infrastructure, Unify Communications can help your business to shift work across locations, whilst handling large swings in interaction volumes and ensuring service reliability for you and your customers.

Whether you’re looking to deploy agents in work-from-home environments within 48 hours, or quickly implement flexible work policies across the wider business, Unify Communications can work with you as a trusted advisor to ensure your solutions meet requirements and help your business to stay connected.

Unifying the Multi-Site Contact Centre Whitepaper

Move Fast to Support Customers

Many organisations are seeing spikes in inbound contact centre volumes since the COVID-19 (coronavirus) outbreak. Unify Communications can help you to quickly implement flexible remote work policies across the contact centre, whilst maintaining continuity for agents and customers during this crisis.

Execute your business continuity plans and continue serving customers. Make rapid changes to contact flows, IVR dialogues and other operational processes.

Helping your business to dynamically scale up or down based on demand.

Add data and storage capacity with reserves for immediate spikes in volume.

With our carrier-grade network with global data centres and points of presence (POPs) as well as 24/7/365 network operations monitoring.

Why Unify?

Whether you are still looking for options to move all agents home or are dealing with daily disruptions due to on-premises systems not built for remote work, Unify is here to help. Our partners are Gartner-recognised leaders and our team cumulatively possess over 100 years of experience in the contact centre world. Working with customers like Shell Energy, Nuffield Health and Addison Lee to ensure continuity at this time, Unify are excellently placed to advise, implement and support your business throughout this pandemic.

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