"We can hire people pretty much anywhere in North America," said Tony Bianco, president of cloud computing at Onix Networking, in Cleveland. Onix is a consultancy that will resell the Avaya-Google service but has also started using it. It has fewer than 100 customer support agents. The company is moving support in-house after finding outsourcing was more expensive, Bianco said.
Many contact-center agents already work out of their homes, analyst McGee-Smith said. But security issues can come up when an agent uses a PC and the company doesn't know what else it's being used for in the home, she said. Companies should be able to get around those issues by using Chromebooks, which don't store files locally and can be tightly controlled.
"This is what you do your home-based agent stuff with, and you don't do Facebook, because you can't," she said.
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