Virtualization a challenge for IP contact centers

The needs of real-time applications must be respected

TLC supports specific business applications for each of its customers, Iglehart says, and virtualizing the desktops reduces maintenance of these applications. Each customer wants a unique set of scripts, reports and order-entry systems, he says. "We end up supporting a lot of different applications for our clients, so there's a lot of change that happens a lot more than in other industries," he says.

Changes can be implemented on a virtual desktop to see whether they are compatible, then rolled out centrally where they are accessed by the remote machines, he says.

"Virtualization makes it almost a nonissue to add more seats and new locations because all you need is a network connection," he says. "The applications are already where you need them."

The overriding factor in virtualizing contact centers is having thorough knowledge, either in-house or via consultants, of virtualization platforms, experts say.

"I wouldn't suggest somebody trying to cut their teeth on virtualization with their call-center deployment," Wolf says. "If they don't have the expertise, they should get it. There's more than one way to skin a cat in virtualization, and if you start out wrong it's going to cost you more in the long run than it will if you get some help up front."

Tags IP contact centresvirtualisation

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Tim Greene

Computerworld

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