Case Study: 11880 improves at-home agent support with Aurus RichCall

11880 resolves at-home agent issues faster with Aurus RichCall

The customer, 11880, a German outsourcing contact center, needed a better method for its support staff to resolve technical issues faced by at-home agents, particularly when the agents' remote connections were unavailable. To address this challenge, 11880 turned to the vendor Aurus and implemented their RichCall solution.

The solution from Aurus utilized live video powered by WebRTC technology. This allowed a support engineer to view an agent's desktop screen through their smartphone camera, leading to a faster diagnosis and resolution of problems. The RichCall solution is secure, requires no software installation, and operates on-premise. As a result, 11880 achieved faster issue resolution and improved support for its remote workforce. Aurus's tool is now also being considered as an optional feature for 11880's own business customers.

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