Secure Remote Worker revolutionizes Business Process Outsourcing home working

Customer

BPO Companies (Various)

Sector

Business Process Outsourcing

Region

Global

Typical Company Size

150,000+ employees

The Background

Thinscale’s clients include several of the world’s largest call center companies and Business Process Outsourcing (BPO) providers.

These clients include global operations with more than a quarter of a million employees, or agents, delivering a variety of call center services. Services can range from technical support, customer care, sales, and offshore support to research operations. Typically, BPO agents are based across hundreds of contact centers in a wide variety of countries. It is not unusual for hundreds of languages to be incorporated into the suite of solutions these clients provide.

Historically, Business Process Outsourcing and call center agents would tend to be office-based, receiving and making calls from within corporate premises. However, in order to attract new staff, retain existing talent and respond quickly to ever-changing customer demands, modern solutions enabling flexible working arrangements are becoming essential. Typically, our Business Process Outsourcing clients need agents to work from home using their personally owned hardware, or at least have the flexibility to do so. Additionally, agents and employers are looking for the flexibility to perform work with company supplied and personal devices, sometimes simultaneously. In all cases, the solutions we provide to BPOs need to deliver a secure and reliable working environment.

The Background

The Challenges

Traditionally, Business Process Outsourcing operations would provide agents with their entire IT setup, including a physical phone, home phone line, and a thin client device. In several cases, we onboarded clients with precisely this set up. Such a business model soon becomes costly, time consuming and problematic with the IT teams. Some of our clients in the BPO space became exasperated at their IT teams becoming a hardware delivery service and a support desk. Agents also typically struggled with company provided thin client devices, which tended to slow down overall onboarding times, under deliver on customer service level agreements and ultimately undermine financial performance.

With the growing popularity of BYOD, several of our clients explored ways to set up agents on their own home PCs, connecting back to in house systems for their work session.

However, remote sessions didn’t offer the level of security many of our clients require—If an agent surfs the Internet, runs other apps, or makes use of USB sticks, there is a huge potential for data leakage.

Secure Remote Worker solves these problems by converting personally-owned devices into highly secure endpoints.

As a service business, BPOs often need to scale up the number of agents to cater to seasonal demands. For example, one of our clients added several thousands of agents in the United States between Thanksgiving and Christmas to cope with extra demand.

With physical thin client hardware devices, such agility was never realistic. With Secure Remote Worker, however, BPOs can finally deliver secure remote working solutions with unprecedented flexibility. Not only that, Secure Remote Worker speeds up onboarding processes as agents no longer need to wait for the delivery of a physical device.

“A physical thin client is incredibly clumsy. Secure Remote Worker has revolutionized security for our BYOD model, enabling us to leverage an agent’s home PC securely and without them breaking out of the session.”

Marlon Beltz — Director of Desktop Virtualization/WAH, Teleperformance

The Solution

Secure Remote Worker

So why do BPOs opt for Secure Remote Worker? Typically they examine alternative solutions before they come to us, and none of them deliver the features and requirements for allowing agents to use personally-owned or home devices as thin clients.

Key obstacles typically include:

  • Devices not being domain joined
  • Alternative solutions requiring too many intrusive changes to an agent’s PC

With Secure Remote Worker, BPOs can now trust the Windows session, safe in the knowledge that agents’ devices are completely locked down. Agents cannot access their underlying PC while connected to a work session.

Secure, Software-defined, Thin Clients

Secure Remote Worker is a software-defined thin client that takes existing Windows devices and delivers to them a secure, centrally managed, Windows-based thin client environment. This solution comes complete with a secure workspace interface displaying a familiar Windows look and feel for agents.

Our BPO clients use Secure Remote Worker to deliver work at home initiatives, safe in the knowledge that agents are secure when connected to their work sessions and that they cannot break out of sessions or compromise data.

The flexibility of Secure Remote Worker means that BPOs can now solve their challenges in delivering a secure working from home environment.

Speeding up Agent Onboarding Times

Not having to send physical devices to new agents means that onboarding time is reduced from days to just minutes, while at the same time removing the expense of shipping devices.

To onboard an agent, our BPO clients can simply send their agents a small executable file that installs the Secure Remote Worker software.

Once installed, Secure Remote Worker can be launched. It can also lock down their device, connect to the business’ environment, and download settings, updates, security policies and profiles. The agents can then access their work sessions securely.

Secure Remote Worker

Secure Remote Worker

So why do BPOs opt for Secure Remote Worker? Typically they examine alternative solutions before they come to us, and none of them deliver the features and requirements for allowing agents to use personally-owned or home devices as thin clients.

Key obstacles typically include:

  • Devices not being domain joined
  • Alternative solutions requiring too many intrusive changes to an agent’s PC

With Secure Remote Worker, BPOs can now trust the Windows session, safe in the knowledge that agents’ devices are completely locked down. Agents cannot access their underlying PC while connected to a work session.

Secure, Software-defined, Thin Clients

Secure, Software-defined, Thin Clients

Secure Remote Worker is a software-defined thin client that takes existing Windows devices and delivers to them a secure, centrally managed, Windows-based thin client environment. This solution comes complete with a secure workspace interface displaying a familiar Windows look and feel for agents.

Our BPO clients use Secure Remote Worker to deliver work at home initiatives, safe in the knowledge that agents are secure when connected to their work sessions and that they cannot break out of sessions or compromise data.

The flexibility of Secure Remote Worker means that BPOs can now solve their challenges in delivering a secure working from home environment.

Speeding up Agent Onboarding Times

Speeding up Agent Onboarding Times

Not having to send physical devices to new agents means that onboarding time is reduced from days to just minutes, while at the same time removing the expense of shipping devices.

To onboard an agent, our BPO clients can simply send their agents a small executable file that installs the Secure Remote Worker software.

Once installed, Secure Remote Worker can be launched. It can also lock down their device, connect to the business’ environment, and download settings, updates, security policies and profiles. The agents can then access their work sessions securely.

BPOs: Short-Term Benefits of Secure Remote Worker

windows

Experts in Windows-based solutions

Secure Remote Worker enables BPOs to deliver an enhanced end user experience whilst simultaneously optimizing virtual infrastructure performance.

piggy-bank

Cost-effective solutions

Secure Remote Worker helps reduce time and expense by enabling agents to use personal devices. These can be pre-screened in advance for compatibility to minimize onboarding headaches.

connection

Innovative and flexible technology

This solution enables BPOs to provide secure, policy-driven workspace environments, ensuring end users and data are always protected in remote environments.

networking

Single point of management

With the typical international profile of large BPO business models, ease of administration is essential. Secure Remote Worker can be administered from a single console.

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Secure and compliant

Secure Remote Worker enables BPOs to meet PCI security and compliance obligations from day one without needing to sacrifice BYOD or home working initiatives.

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Advanced optimization & management

Our BPO clients maximize and protect their infrastructure investments with our advanced optimization tools both within and complementary to Secure Remote Worker.

See what Secure Remote Worker can do for you

Other Secure Remote Worker Benefits for BPOs

Removing hardware obligations and logistical challenges with Secure Remote Worker reduces costs.

Market competitiveness

The costs of hardware acquisition, maintenance and upgrade are considerable in a BPO context. Secure Remote Worker enables savings to be passed on to BPO customers, making BPOs more competitive in the market.

Software-defined

Secure Remote Worker software-defined thin clients run on existing Windows devices without overwriting appications. This is ideal for BPOs with home workers as there is no need to dual-boot, or boot from a USB device.

Lower costs

BPO agents can utilize the hardware that they already own, so with Secure Remote Worker, the cost is purely for the software license, which can be deployed, retracted and redistributed quickly and simply.

Secure workspace environment

Secure Remote Worker locks down the underlying device OS, replacing it with a Windows-style, intuitive, secure workspace interface, and allowing agents to access remote sessions securely.

Familiar end user experience

The key to any successful solution is giving agents something they are used to. Secure Remote Worker provides a seamless transition to remote solutions, coupled with a familiar user interface.

Centralized management

The secure workspace environment is managed centrally using the ThinScale Management Platform, allowing BPOs to ensure that the environment is secure and up to date.

In Summary

With Secure Remote Worker, Business Process Outsourcing agents are able to download and launch the session immediately, allowing them to become productive quicker.

On the flip side, if they dropped out of the initial training or when the seasonal demand was over, the BPO can simply retract the Secure Remote Worker license, instantly taking away the agent’s access with no complications.

In Summary

“From a single click, the whole process takes under four minutes and the agent is up and running. No comparison to hardware based solutions!”

Marlon Beltz - Director of Desktop Virtualization/WAH, Teleperformance

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