Desktop virtualization can do a lot for a company, but this holds even more true for call centers. Indeed, call centers have rather special way of functioning: assignments are sometimes only temporary, so users’ desktops shouldn’t be completely changed from one day to the next (changing software, etc.). Here we’ll take a look at how virtual desktop infrastructure can be a real competitive advantage for call centers.
Instantly changing the desktop environment
As mentioned above, call centers often gain or lose contracts due to a change in assignments, so on the one hand, you need to train agents in the methods of the new client, but also completely change the desktop: the business software are no longer at all the same, and would not be feasible to pile on different software. This is a long and painstaking process for IT teams, even though an image can be deployed using tools such as Symantec Ghost and CloneZilla, preparing the image is long and deployment heavily affects the company’s network connections.
Virtual desktop infrastructure using Wisper helps to facilitate changing the desktop environment. Only a few clicks are needed to make it effective. In case of project migration, you’ll need to prepare a new image with software specific to the new assignment, so once the new assignment is launched, you just need to click and select all the computers involved (dozens, hundreds or even thousands) and assign them the new image for next reboot, and this image will be loaded.
We might even come up with an even more interesting use: you could program one image for the morning, then another image in the afternoon. That way, if you set agents on one assignment in the morning, you can set them on another assignment in the afternoon without having to move them, so you’ll be saving time, money and you’ll be making your agents’ lives easier.
Multi-site management of the computer stock
Some call centers have several sites to manage, requiring traveling to manage computers or software or to solve problems, which can cost a lot! With virtual desktop infrastructure, you can manage all your computers with no geographic restrictions from a centralized console. You can manage: startup, shutdown, images and OS versions, you can take control remotely of the computer via the console, your images (masters) will be stored in the Wisper Cloud, and there are numerous features and new ones are constantly added.
In short, centralized multi-site management that lets you do away with any traveling, which would penalize users as well as the IT department! You’ll be increasing satisfaction with your agents and facilitating the job of your IT teams, who can then focus on other duties.
PRA/PCA: virtual desktop infrastructure from greater availability
By virtualizing your desktops, you’ll be offering high availability to all your users. Indeed, virtualization has revolutionized setting up your PRA and PCAs, as your virtual machines can be deployed with only a few clicks from any access point.
What if a site shuts down? In only a few clicks, you can relaunch your virtual machines at a backup site, and your users will find their desktop environment and thus be able to carry on working.
What’s even better is that your virtual machines are loaded onto your access points “by request”! To start up, the virtual machine only needs a few megabytes: if for example one of your users launches Word, it will be cached on the access point and will no longer load (except for an update). Also note that with ceBox®, you’ll have at each site a Cache Optimizer, which could be an Intel NUC or a VM, which will store updates coming from the Cloud: updating the Master, your software, etc. In short, there will be no effect on your LAN or WAN connections!
Real savings per computer
Virtual desktop infrastructure with Wisper will also result in very significant financial and energy savings, so if you have significant volume of computers this shouldn’t be overlooked!
For example, the ceBox® solution is for virtual desktop infrastructure without a server infrastructure, so you’ll already be saving the hardware cost for servers, as well as indirect costs (for licenses, cooling, maintenance, or costly redundancy to ensure continuous service, and so on).
Virtual machines are executed locally on an Intel NUC, so you should know that an Intel NUC consumes 20 watts (versus 100 watts on average for heavy PCs), so you’ll be saving at least 80% in energy costs, which is great for the planet, if you have a CSR policy in place, but also gigantic financial savings!
With desktop virtualization, you’ll be facilitating the deployment of updates, avoiding major breakdowns, as well as avoiding travel by remote handling.
The best thing about all this is that each computer is independent. Since all virtual machines are executed locally, if the network has a problem, your agents can continue using their work environment with no interruption. Also, in classic virtualization, a large number of virtual machines are executed on the same server (Hypervisor), so if it breaks down, it would affect a large number of users, but with our ceBox® solutions, these problems will be completely avoided.
In short, virtual desktop infrastructure with Wisper combines the best of virtualization and the best of PCs, thus ensuring satisfaction with your users and your IT teams.