By setting up DSL modems in employees' homes and connecting these people to an ACD, call centers now can provide telecommuters with all the tools they need. In Iowa, MCI demonstrated how employees at home could be connected to the office at LAN speeds over a single telephone line that simultaneously handled voice and data traffic. The advantages were obvious. Employees could stay home and work flexible hours depending on corporate and individual needs. Also, large volumes of unexpected calls could be handled by employees working at home.
Costs are high for the products available now.
Regulatory agencies and telcos in other states may resist co-locating telephony equipment in central premises. Organizations planning to provide effective customer support should look at the MCI results and plan their future activities.