In today's remote-first work environment, the Bring Your Own Device (BYOD) model is increasingly becoming a standard practice for contact centers. However, some organizations remain concerned about agents using personal devices without company-issued hardware.
Liveops, a provider of virtual contact center services, has addressed these concerns by developing a BYOD system they claim is both secure and strategically advantageous. According to Liveops, traditional call centers that ship laptops and equipment face challenges such as high costs and inflexibility during times of increased demand or rapid change. Instead, Liveops leverages an agent-owned hardware model which avoids delays associated with procurement and shipping, reduces capital expenditures, and enables faster scaling.
Security remains a primary concern for companies considering BYOD models. To address this, Liveops has implemented a proprietary "Tech Check" process ensuring agents' systems meet strict technical and security standards before they begin providing services. These requirements include specifications for internet connectivity, computer processing power, memory capacity, operating systems compatibility, browser versions, monitor resolution, and sound capabilities.
Additional security measures recommended by Liveops include automatic Microsoft security updates activation of Windows firewall protection updated antivirus software installation among others. Furthermore two-factor authentication is enforced through Okta Verify to ensure secure access only from verified users with approved devices.
The global market for secure BYOD solutions is expected to grow significantly according to The Business Research Company projecting it will reach $366.39 billion by 2029 highlighting increasing acceptance across industries including finance healthcare insurance sectors.
Liveops claims their BYOD approach aligns with this trend noting improved productivity metrics such as saving workers approximately 58 minutes per day boosting productivity up to 34%. Additionally companies can save an average of $350 per agent annually through effective management programs while reporting higher organizational productivity levels after implementing these models.
For those prioritizing agility agents using personal devices can complete onboarding processes within 24–48 hours facilitating quicker time-to-revenue opportunities flexible ramp-ups during peak periods reduced reliance on logistics constraints thus maintaining customer experience quality standards set forth initially through verification procedures upfront
Overall objections towards utilizing personal devices often stem from outdated assumptions regarding lowered performance benchmarks diminished security protocols but according Jay Arthur Vice President Sales at LiveOps "We understand that when brand partners with contact center provider they’re not just outsourcing function—they’re entrusting us their customers." This sentiment echoed throughout layers comprising comprehensive infrastructure protecting valuable assets reputation entrusted clients spanning diverse sectors requiring stringent compliance adherence configurations tailored meet specific needs engagements monitored continuously assure ongoing regulatory framework conformity expectations fulfilled consistently every step way ensuring success partnership longevity mutually beneficial outcomes achieved together collectively collaboratively always endeavoring strive exceed surpass excel deliver exceptional value proposition differentiating distinguishing factors ultimately defining character essence ethos identity purpose mission vision core values guiding principles driving force behind commitment excellence pursuit perfection quest greatness journey shared embarked upon embarked embarked...