Summary 

Avaya Home Agent lets contact centre agents work from home, remote offices, or anyplace with an Internet connection. It supports both flexible work arrangements and virtual contact centres, giving businesses maximum freedom in the way they recruit and deploy their agents.

The solution consists of an Avaya one-X Agent® or IP Agent softphone at the employee’s desktop,  driven by Call Centre software running on the Avaya Aura™ Communication Manager system. When connected this way, home agents appear transparently to reporting software, wallboards, workforce management software, and other performance solutions.

This high level of integration allows businesses to get the contact centre capacity they need, while still having the flexibility to recruit agents as needed, from virtually anywhere, without paying for the cost of additional office space.

Features and Benefits

Hire and retain the best agents 

Because the solution works from any Internet connection, you can hire well-qualified agents regardless of geography, and you can hold on to them even after they move. Working from home can reduce stress on employees, keeping them happier and reducing turnover.

Improve customer service 

The flexibility of the Home Agent solution allows businesses to more easily offer 24-hour customer service, or to serve customers across multiple time zones without opening multiple offices.

Reduce costs 

Virtual call centres reduce real estate, heating, cooling, and other office-related expenses. And improved employee retention can help reduce personnel costs.

Build a more flexible and resilient business 

Easily add remote agents when call volumes surge, and gain flexibility for your business continuity and disaster recovery plans.

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