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 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

Cool Tech

Breitling Superocean Heritage Chronographe 44

Learn more >

SanDisk MicroSDXC™ for Nintendo® Switch™

Learn more >

Toys for Boys

Family Friendly

Panasonic 4K UHD Blu-Ray Player and Full HD Recorder with Netflix - UBT1GL-K

Learn more >

Stocking Stuffer

Razer DeathAdder Expert Ergonomic Gaming Mouse

Learn more >

Christmas Gift Guide

Click for more ›

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Walid Mikhael

Brother QL-820NWB Professional Label Printer

It’s easy to set up, it’s compact and quiet when printing and to top if off, the print quality is excellent. This is hands down the best printer I’ve used for printing labels.

Ben Ramsden

Sharp PN-40TC1 Huddle Board

Brainstorming, innovation, problem solving, and negotiation have all become much more productive and valuable if people can easily collaborate in real time with minimal friction.

Sarah Ieroianni

Brother QL-820NWB Professional Label Printer

The print quality also does not disappoint, it’s clear, bold, doesn’t smudge and the text is perfectly sized.

Ratchada Dunn

Sharp PN-40TC1 Huddle Board

The Huddle Board’s built in program; Sharp Touch Viewing software allows us to easily manipulate and edit our documents (jpegs and PDFs) all at the same time on the dashboard.

George Khoury

Sharp PN-40TC1 Huddle Board

The biggest perks for me would be that it comes with easy to use and comprehensive programs that make the collaboration process a whole lot more intuitive and organic

David Coyle

Brother PocketJet PJ-773 A4 Portable Thermal Printer

I rate the printer as a 5 out of 5 stars as it has been able to fit seamlessly into my busy and mobile lifestyle.

Featured Content

Product Launch Showcase

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?