Remote Contact Center Service Company Taps Network Coverage for a Fully Secure Remote Workflow

Key Takeways

Security Without Sacrificing Flexibility

AppStream enabled NexRep’s agents to work from personal devices while fully isolating PII and PHI from local systems.

Cost-Controlled Growth at Scale

NetCov helped NexRep fine-tune AWS usage with smart scaling policies that matched demand hour by hour.

An IT Partner That Acts Like an Extension of the Team

With NetCov managing infrastructure and security, NexRep’s internal IT team could focus on innovation, not troubleshooting.

Situation: A Remote Giant, a Data Security Dilemma

NexRep’s BYOD contact center model was ahead of the curve, but as demand exploded—especially from healthcare clients—securing sensitive data across thousands of contractor-owned devices became unmanageable. Manual audits couldn’t scale, and the business risk was rising fast.

Solution: Cloud-Native Architecture That Locks Down Data

NetCov designed and deployed a secure, scalable AppStream environment on AWS. With virtual desktops, hardened access policies, and zero local data exposure, NexRep preserved the flexibility of its model while meeting strict data protection requirements.

Results: Secure Growth Without IT Bottlenecks

Thousands of agents now access sensitive client data safely through disposable virtual sessions, with zero leakage risk. NetCov’s expertise also helped control AppStream costs with usage-based scaling rules. The result: a more efficient IT team and a BYOD model built to grow.