According to IT consulting giant IDC, nearly 310,000 home-based agents will be working in the U.S. by 2013 – up from 112,000 in 2007. Helping to push the home agent model into the mainstream are improvements in remote desktop and application delivery and management that ensure a uniform, secure experience for all agents, regardless of location.

Spoken's Citrix desktop virtualization solution transforms Windows desktops and applications into an on-demand service available to any user, anywhere, on any device. Securely deliver individual Windows, web and SaaS applications, or full virtual desktops anywhere with a high-definition user experience. This solution reduces the cost of application management by up to 50%, increases IT responsiveness when delivering an application to distributed users, and improves application and data security.

While increasing agent efficiency in the brick-and-mortar call center, Spoken's Citrix Virtual Desktop enables the move to remote agents working from home, with all the respective benefits: increased agent retention, higher quality staff and increased productivity.

Enable a remote agent workforce

While increasing agent efficiency in the brick-and-mortar call center, Spoken's Citrix Virtual Desktop enables the move to remote agents working from home, with all the respective benefits: increased agent retention, higher quality staff and increased productivity.

Performance monitoring and management

Spoken offers the top-rated services of the wholly-owned subsidiary HyperQuality, the largest supplier of QA live agent monitoring and evaluation services in the United States. HyperQuality listens to more agent calls than any other organization and provides configurable, calibratable, 24/7 access to agent evaluations and coaching feedback via ClearMetrix.