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Our Secret Ingredient for Work-From-Home Success

Our Secret Ingredient for Work-From-Home Success

We at AudioCodes stand completely behind our advanced communications software, products and productivity solutions, confident that we offer the best quality and the best value in today’s ultra-competitive market. But don’t just take our word for it. In this post, we’ll take you right inside a real company and show you exactly how our world-leading technology helped solve complex, real-life business challenges.

The Customer

Headquartered in Shenzhen, China, Ping An Insurance (Group) Company of China, Ltd. is a world-leading technology-powered retail financial services group, with over 200 million retail customers and 516 million internet users.

The Challenge

Ping An had worked with AudioCodes for many years, successfully deploying our session border controllers (SBCs) and gateways in many locations around the world. In early 2020, when the emergence of the COVID-19 pandemic on the global stage forced the company to close their offices, thousands of their Genesys contact center agents were instructed to work from home. Ping An suddenly found themselves in the unenviable position of having to rapidly deploy a new communications infrastructure to cope with the extra call load, all while maintaining high voice quality, reliability and data security.

The Solution

Since so much of their voice infrastructure was already based on AudioCodes equipment, it made perfect sense for Ping An to reach out to us at AudioCodes for their work-from-home agent needs as well.

Together, we came up with an elegant solution that was deployed extremely quickly:

Both of these models were deployed in a high availability configuration for maximum reliability and, like all AudioCodes SBCs, are fully interoperable with the Genesys SIP Server.

For making their calls, Ping An’s work-at-home agents switched to using the Genesys SIP Phone software client instead of the desk phones they previously used in the office. The SIP Phone registers with the Genesys SIP Server via the AudioCodes SBC over a public internet connection. This set up allows agents to focus exclusively on their customers and deliver exceptional service at all times.

As the icing on this work-from-home solution cake, the SBCs provide encryption of both the SIP signaling and media streams (SRTP) to ensure voice and data security, as well as acting as monitoring probes within the network for a superior voice quality experience.

The Results

Thanks to the rapid response from AudioCodes, Ping An smoothly deployed their new work-from-home solution within a matter of days. Its ease-of-use and full interoperability with Genesys helped the company’s contact center bounce back to almost full capacity by mid-March 2020.

“AudioCodes SBCs were able to rapidly deliver a highly secure and reliable voice connectivity solution to ensure that our agents could continue operating seamlessly from home with minimal disruption to our service.”

Yun Cheng Hui, Head of the Contact Center Operation Team, Ping An

Read the Full Case Study ➥

 


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