Emergency Remote Deployment in 24 Hours

Unlike other remote contact center software solutions that require weeks to deploy, Cedar Remote is designed to get your remote agents up and running as fast as possible, without sacrificing customer and employee experiences.

While your IT teams are busy provisioning laptops, setting up VPNs and troubleshooting remote systems, your agents can be making and taking calls safely from home in a matter of hours, with little to no training required.

Cedar Remote is a smart, simple and secure solution to your remote deployment problems, with flexible options that enable your agents to work remotely in any situation.

With this emergency, no-UI capability, agents can start working from home right away with little to no training or set up, using the home, desk or cell phone they are already familiar with.

Agents simply dial the control number from any device to log in, then use the touch-tone controls or speech recognition IVR trees to make, take and disposition calls.

Unlike a regular phone line, Cedar Remote’s no-UI option is powered invisibly in the background by Cedar Cloud’s Contact Center as a Service (CCaaS) platform and includes:

• Intelligent Routing – gets inbound calls to the right agent using set call flows and routing rules.
• Call Recording – allows supervisors to monitor calls for training and compliance.
• Reporting & Analysis – data can be pushed to third-party systems or accessed by administrators via the platform.

In addition, the no-UI option can be used without an Internet connection, making it a great option to roll back to in case of PC or network connectivity issues.

Agents with a smartphone can easily log in online to manage inbound and outbound calls through Cedar Remote’s lightweight mobile app. There is no need to download or install any softphone extensions or applications. All you need is the Chrome browser.

Agents can set their Status (Available, Busy, On Break, Wrap Up) and Disposition calls by selecting from dropdown lists.

Simple call controls allow agents to:

• Put a call on hold
• Send a call to voicemail
• Set a call to active
• Start/stop recording on a call
• Terminate a call
• Transfer a call

Transferring to another agent is simple with Cedar Remote’s build-in Company Directory – just select the user or queue to transfer to or enter an external number to transfer out.

Users can switch back to the no-UI phone option, as needed.

Once your agents are set up with PCs, they can upgrade anytime to Cedar Cloud’s complete cloud contact center suite using a simple browser interface.

Powered by AI, automation and cloud technology, Cedar Cloud allows you to reach customers on their channel of choice and seamlessly transition between channels for a personalized, context-rich customer experience.

With full support for SMS, Chat, Bot, Social, Email and Web, Cedar Cloud combines Voice and Digital into one centralized solution, eliminating the dead-end communication silos of legacy systems and reducing friction for improved customer outcomes.

Once you’ve deployed your remote workforce, the next challenge is managing it.

For organizations with little to no experience managing remote agents, it can be a huge challenge for supervisors to monitor, collaborate with, coach and manage their teams. And most certified platforms and special apps are expensive or unavailable.

Cedar Remote makes it easy to manage your agents from afar with performance monitoring tools built right in. Plus, Cedar Cloud is certified for privacy and security, helping your business stay compliant at all times.

Cedar Remote gives managers full access to monitor and manage agent calls. Using the Cedar Cloud platform, supervisors and managers can listen in, whisper coach or barge in and take over calls in real-time. Easily maintain team communications and help your agents succeed, no matter where they are located.

Having a record of your agents’ calls is important for quality control, training and compliance.

With Cedar Remote, you can push recordings to your FTP location automatically or access recordings via REST API or the Cedar Cloud platform. Give agents the option to pause recording mid-call or remove a user’s ability to turn off recordings with the press of a button.

Make smarter business decisions with Cedar Remote Intelligent Insights.

With all options, data from calls can be pushed to third-party systems of record for reporting and analysis or accessed by administrators via the Cedar Cloud platform.

Managers can download over 25 different reports or run tabular reports, including visually pleasing graduated stacked bar charts. Access the Company Directory dashboard to see what is happening with agents at any given time and track performance for key KPIs and SLAs.