Call Center Continuity

A successful call center relies on accurate planning, a strong infrastructure, and competent system capabilities. Continuity is one of the critical topics that must be addressed at the very beginning of the operation design. Factors such as representatives’ work locations, infrastructure redundancy, and remote access to the system must be meticulously planned. Frontier has established its entire infrastructure on a redundant architecture, making it ready for location-independent use.

Offer Your Representatives Work-From-Home Flexibility

With Frontier, your representatives easily join the queues they belong to from their homes; they use all functions like hold and transfer as if they were at their office desk. Managers, no matter where they are, continue to access call/screen recordings, statistics, and other management tools.

Increase Representative Motivation

You can instantly monitor your representatives and quickly access their past performance via Frontier. You strengthen motivation and the sense of belonging by making success visible and rewarding it. High belongingness reduces employee turnover and increases operational continuity.

Frontier Brings Continuous Innovation

Updates proceed seamlessly at Frontier; new features are deployed without users noticing the change. Moreover, it requires no extra charge or installation. Every development is delivered to all users in a short time.

Prepare Emergency Scenarios

The cloud-based architecture is not affected by outages at the customer location. Representatives can connect to the system from an alternative point during internet/electricity problems and continue to handle calls. Callers hear the existing greeting flow without interruption. When access is completely impossible, alternative scenarios are quickly deployed with 24/7 support from the Frontier team.

Protect Your Data with Geographical Redundancy

The software and hardware in the Frontier infrastructure operate with active-active redundancy. Thanks to geographical backup, the platform is synchronous across multiple data centers. If a problem occurs in any center, calls continue to flow through the other center; the operation continues without interruption.