Back-Office Administration

We are Ready when & where you are

Our work-from-home (WFH) services provide secure, reliable, and remote support—anywhere and everywhere you need to be.

Modern work needs modern solutions

Distributed teams thrive and deliver great customer experiences with the right security, tools, and engagement tactics. Our digital recruitment specialists and advanced remote-working platform can rapidly scale and supply you with qualified, quickly available talent. No matter how complex your business or where it is (or is going), you can count on flexibility and continuity for finding the best talent.

Key features of our Work-from-home solution

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.

HIGH QUALITY

Tap into a global talent pool with no physical limitations on team size, geography or language

SPEED

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

CONTINUITY

Agents in multiple locations are ready to onboard or shift operations based on business continuity or seasonal volume.

FLEXIBILITY

Ubiquity is platform-agnostic–we can integrate any preferred client software and existing unified communications/softphone solution into your environment

Services

We cater to the highest security standards

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

Cloud security

All cloud-hosted data and system volumes are encrypted

Connection to the Workspaces environment is encrypted in transit

PCI- and HIPAA-compliant

Access security

Active Directory authentication enforces strong passwords, regular password resets, etc.

Multifactor authentication (MFA) is available through SMS, phone calls, and soft or hard tokens

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 for offboarding

Technologies

Our systems adhere to the highest Accountability

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.

Comprehensive 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.

“Everything we do is for our customers. Ubiquity’s expertise helped ensure that we launched with full confidence, not only in our mission-driven products and services but in the overall support infrastructure we built. Together, we’re delivering the next generation of banking.”
Hussein Ahmed
Founder and CEO, Oxygen

Take a tour of the Ubiquity@Home work from anywhere experience

Your Brand. Our Expertise. Infinite Possibilities.

Ubiquity empowers you to redefine customer engagement. Are you up for the challenge?