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."

Join the PC World newsletter!

Error: Please check your email address.
Rocket to Success - Your 10 Tips for Smarter ERP System Selection

Tags IP contact centresvirtualisation

Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Tim Greene

Computerworld
Show Comments

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Matthew Stivala

HP OfficeJet 250 Mobile Printer

The HP OfficeJet 250 Mobile Printer is a great device that fits perfectly into my fast paced and mobile lifestyle. My first impression of the printer itself was how incredibly compact and sleek the device was.

Armand Abogado

HP OfficeJet 250 Mobile Printer

Wireless printing from my iPhone was also a handy feature, the whole experience was quick and seamless with no setup requirements - accessed through the default iOS printing menu options.

Azadeh Williams

HP OfficeJet Pro 8730

A smarter way to print for busy small business owners, combining speedy printing with scanning and copying, making it easier to produce high quality documents and images at a touch of a button.

Andrew Grant

HP OfficeJet Pro 8730

I've had a multifunction printer in the office going on 10 years now. It was a neat bit of kit back in the day -- print, copy, scan, fax -- when printing over WiFi felt a bit like magic. It’s seen better days though and an upgrade’s well overdue. This HP OfficeJet Pro 8730 looks like it ticks all the same boxes: print, copy, scan, and fax. (Really? Does anyone fax anything any more? I guess it's good to know the facility’s there, just in case.) Printing over WiFi is more-or- less standard these days.

Ed Dawson

HP OfficeJet Pro 8730

As a freelance writer who is always on the go, I like my technology to be both efficient and effective so I can do my job well. The HP OfficeJet Pro 8730 Inkjet Printer ticks all the boxes in terms of form factor, performance and user interface.

Michael Hargreaves

Windows 10 for Business / Dell XPS 13

I’d happily recommend this touchscreen laptop and Windows 10 as a great way to get serious work done at a desk or on the road.

Featured Content

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?