Companies are increasingly outsourcing their call centers. Global call center outsourcing is now a $55 billion market, and offshore outsourcing is growing at an extremely rapid rate: regions such as India, the Philippines and Central and Eastern Europe are experiencing annual growth in excess of 30 percent.* However, whether you outsource call centers, or operate them yourself, you face significant IT-related challenges:
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Overcoming Obstacles with Outsourced Virtual Desktops
Companies can mitigate some of these call center challenges by converting from physical to virtual desktops—essentially, centralizing desktops into virtual machines that run on data center servers. There is a tremendous amount of industry interest in virtual desktop computing because it has the potential to reduce desktop costs dramatically, make them easier to manage, and enhance security. But moving to a centralized virtual desktop infrastructure (VDI) is incredibly difficult. For one thing, the technologies needed for VDI (i.e., servers, storage, network, thin clients and virtualization software) are provided by many different vendors, causing considerable confusion among enterprise IT staff about which technologies to adopt. In addition, the technologies are typically managed by different IT groups, which makes it very difficult to coordinate virtual desktop initiatives. It is just too costly and time-consuming for your IT staff to integrate and support all the technologies required for VDI. And, to gain economies of scale with VDI, you must build out a large-scale environment. But even if you have the data center space and connectivity to do this, if your data center isn’t located close to your call centers, your end users will still experience performance issues.
There is a new approach—called desktops as a service (DaaS)—that enables call centers to quickly realize the full potential associated with centralized virtual desktops, and even greater flexibility and performance, without having to create and support a VDI solution themselves. With subscription-based DaaS, you outsource the building, deploying and managing tasks to service providers who already have the data center equipment, networking and real estate needed to handle VDI. It lets call center organizations manage a collection of virtual desktops that is powered by a very large set of physical resources, which are owned and maintained by a third-party,
You can realize critical benefits for your call centers by running them in a DaaS environment:
DaaS also provides you the option of choosing a hosted cloud environment, where the physical infrastructure resides in the service provider data center, or managed CPE, where it is located on your network. Or you can use a combination of both models in order to dilute the risk of where the infrastructure resides. In all cases, the service provider owns and maintains the physical resources, and you manage your virtual desktops.
By adopting a DaaS strategy, and partnering with a world-class service provider, you can operate your call centers with much more efficiency and flexibility, and at less cost. And, just as important, you will realize much better and more consistent performance for your call center representatives—which translates to improved service for your customers.
* Everest Research Institute
About Les Yetton:
As Senior Vice President of Sales, Marketing and Business Development, Les Yetton has over two decades of management and leadership experience in successfully building technology companies. His career has included executive positions at Softricity, which was acquired by Microsoft, and Axis Communications, where he served as president, as well as Unisys Corporation.
VMware, a provider of virtualization and cloud infrastructure, delivers customer-proven solutions that accelerate IT by reducing complexity and enabling more flexible, agile service delivery. Leveraging VMware vSphere™, a widely deployed foundation for cloud computing, VMware enables enterprises to adopt a cloud model that addresses their unique business challenges. VMware's approach speeds the transition to cloud computing while preserving existing investments and improving security and control. With more than 250,000 customers and 25,000 partners, VMware solutions help organizations of all sizes to lower costs, increase business agility and ensure freedom of choice.
Published: Thursday, November 20, 2008