Agents in contact centers are most likely the first and one of the key touchpoints your customers will have with your company. The outcome of this connection and future buying decisions will depend on whether that experience was delightful or just OK. With the combination of Citrix Workspace and Chrome OS, including the right peripherals and contact center software, you can have a real impact on employee experience, productivity, and remote work enablement for your agents and, in turn, ensure a delightful customer experience.

During the most recent Enterprise Connect session, we had the chance to connect with our peers from Chrome Enterprise and Ring Central to discuss some of the challenges we are solving for our contact center customers. We discussed some of the considerations customers take when selecting the right contact center solution for their unique needs, the role IT security plays within contact center use cases, the importance of agent and customer experience when selecting and implementing contact center solutions, and more. You can watch the full session here when it airs tomorrow, Tuesday, September 28!

Contact center agents juggle many tasks at once. If they don’t have information about who is on the other end of the call as soon as it comes in, they focus on what the customer is telling them, while at the same time working to find relevant information about the customer. They’re also already outlining the problem and how to approach a solution. Then they move into asking relevant questions and providing relevant answers. At all times, they must stay focused on the customer while working across devices and software to get the information they need.

Add to that difficult calls, competitive KPIs, and the constant need for learning and you get a very demanding work environment. Turnover rates in contact centers are high, which leads to higher costs. After all, the average onboarding process lasts three to six months to ensure agents can perform against competitive KPIs and keep customer satisfaction as high as possible.

Enabling remote work with Chrome OS running Citrix Workspace for secure access and optimized workflows solves key challenges of the modern contact center. We constantly test and optimize with our partners hardware and software solutions that can empower agents to provide a great customer experience.

We are excited to announce that starting today, Citrix offers a Citrix Ready validated solution for contact centers and is fully committed to supporting the newly announced Chrome Enterprise Recommended solution track for contact centers. Chrome Enterprise Recommended is Google’s partner program for third-party solutions that are verified as meeting technical and support standards for Chrome OS. This program enables best-of-breed solutions to lead the way in the future of computing.

Citrix Workspace became Chrome Enterprise Recommended earlier this year, and in response to the rapid shift to the cloud by our contact center customers during the pandemic, it only made sense to continue to provide the confidence our Citrix Workspace users needed to know that their solutions would continue to work without any disruption. You can read about the Chrome Enterprise Contact Center solution track here.

To build trust and provide choice, Citrix and Google have collaborated to validate end-to-end solutions with leading contact center applications from RingCentral and Vonage, endpoints like the HP Chromebook C640 and Elite c1030, as well Poly Blackwire C5210T and C5220T headsets. There will be many more Citrix Ready validated apps, endpoints and peripherals coming in the following weeks and months. Check out the Chrome OS and Citrix Ready website to see what we’ve done so far and bookmark it to follow what gets added.

For contact center agents and their IT departments, we made sure the full stack of hardware and software just works, making it easy to connect securely and easily from anywhere. To solve the challenges of multitasking when on a call, agents can use Citrix Workspace microapps to streamline workflows. They can always see their schedule and other relevant info, update information across systems of record, reach out to colleagues for help or to share information, give feedback to their employer, attend trainings, and even get content to motivate and support them. All of this happens in one place — Citrix Workspace.

Learn more about the Citrix Ready Partner Program and about some of the Citrix Workspace out-of-the-box microapps aimed at enabling a great employee experience.