Modern solution for modern work

No matter how complex your business, you can rely on Ubiquity’s digital recruitment specialists and advanced remote-working platform to rapidly scale and deploy highly qualified, readily available talent. You provide the criteria; we quickly source the best candidates. That’s flexibility and continuity you can count on.

Security and Compliance: Every Ubiquity agent works in a PCI-, HIPAA- and SOC2-certified environment. No data is ever stored locally on an agent’s system.

Quality: A global talent pool with no physical limitations on team size, geography or language

Expediency: Significantly reduced onboarding time without lengthy equipment purchasing cycles (BYOD-model) or local recruiting and office space limitations

Continuity: More agents can be ready in multiple locations to ramp up or shift operations for business continuity or seasonal volume

Flexibility: Platform-agnostic, Ubiquity can integrate any client software and existing unified communications/softphone solution into the environment

SECURITY

Network/System security:
• Network security such as firewalls, host-intrusion prevention and web blocking are enabled by default
• Virus scanner and additional systems security are automatically deployed

Access security:
• Active Directory authentication enforces strong passwords, regular password resets, etc.
• Multifactor authentication (MFA) is available through SMS, phone calls, soft or hard tokens

Cloud security:
• All cloud-hosted data and system volumes are encrypted
• Connection to the Workspaces environment is encrypted in transit
• PCI- and HIPAA-compliant

Ongoing compliance checks:
• We conduct InfoSec workspace assessments and routine compliance audits and culture training
• Information Security can immediately revoke access to the entire virtual environment, ensuring access to every system is removed at once when offboarding

 

Screen monitoring

Choose to record and log agent desktop and application activity, which you can easily access via a web interface that can be filtered by time and agent

Webcam monitoring

Select to enable the camera for system connection, which can be shut down remotely and disabled automatically if camera feed is interrupted

Watermarking

Configure a watermark to track potential screenshots or photos of the computer screen

100% Virtual

From sourcing and onboarding to training and ongoing coaching, our end-to-end process is entirely virtual

The best of Ubiquity in any geography

Accessing an expansive global talent pool for any language, vertical, specialty, time zone or geographical requirements is only the beginning. Our dedication to hiring right the first time and developing employees for a career set our 100% virtual solution apart. Once we find the right fit, we nurture our new hires. Happy, engaged agents stay longer and translate to happier customers for you.

Onboarding: We conduct screening, interviewing and testing completely online and via video

  • Interactive classroom: Fully functioning classroom training with other agents—not self-guided modules—provides the best introduction to Ubiquity culture and yours. Tenured trainers qualitatively and quantitatively assess and assist new hires.
  • Nesting: Leveraging InTouch, our proprietary performance-management platform, allows trainers and experienced team leaders to observe agents live and provide real-time guidance and assistance. Integrate Aigent, our artificial intelligence tool, with your existing software to provide agents real-time coaching and proposed next-best actions to exceed KPIs and mitigate escalations or negative brand impacts.
  • Ongoing coaching and management: 1:1 and team meetings via Google Hangouts allow for agent development and socialization, fostering a sense of community and affinity to the brand they support. Video also supports client-agent meetings or continued brand and product immersions. Agents are always connected to their supervisors by live chat.
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Designer using digital tablet at screen in creative office

Contact us for a demo of our customizable work-from-home solution.

Ubiquity is a trusted partner who is always ready to support us, whether it’s during seasonal or unexpected spikes in volume or planned implementation changes. We value their adaptability and ability to meticulously execute.

—Lora Ross Lawson Assistant Vice President of Call Centers, Careington International