VDI for Call Centers

Streamline and enhance call center operations, reduce costs, and minimize hardware maintenance.

Table of Contents
  1. Overview
  2. VDI Use Case for Call Centers
    1. Requirements
    2. Solutions
    3. Accessing the Call Center


Overview

This is often done to expand sales or customer relationship management (CRM) channels. However, call centers typically require a large number of desktop computers, and traditional desktop setups often encounter the following challenges:

  • Data isolation for employees who use the same device.
  • High maintenance costs for hardware setup.
  • Challenging security implementation.

NIPA Cloud offers a specialized solution for call centers, transitioning from physical desktop setups to virtual desktops using Virtual Desktop Infrastructure (VDI) from Leostream. This can significantly improve the efficiency of call center services:

  • Reduced Costs: Eliminate the need for extensive hardware investments and Optimize expenses by adjusting size to actual demand.
  • Reduced IT Maintenance: Decouple from the overhead of maintaining physical devices.
  • Increased Operational Agility: Work from anywhere and any device while maintaining security measures.
  • Enhanced Security: Control system and data access, as well as protect against various types of cyber attacks.


VDI Use Case for Call Centers

Requirements

  1. Limit call center desktops to 20 sessions per virtual desktop. Create a new virtual desktop if exceeded.
  2. Install call center applications on the virtual desktop.
  3. Activate virtual desktops when only used by the call center.
  4. Allow access only to relevant applications and restrict OS access.

Solutions

  1. Create 2 VMs for Leostream:

    • Leostream Connection Broker
    • Leostream Gateway

  2. Create a template image for Leostream to use in creating virtual desktops, including the applications only used by the call center and configure various policies such as:

    • Limit desktop access to specified applications.
    • Define desktop start/stop times or based on session numbers.
    • Assign desktops to users via Leostream Connect.
    • Define user permissions, etc.

Accessing the Call Center


The call center can be accessed in two ways:
  • Through a web browser
  • Through the Leostream Connect

Once connected, users can access the virtual desktop and use only the specified applications. OS access is restricted.

  • Each call center agent uses one desktop session. If the session limit is exceeded, Leostream will create a new virtual desktop to accommodate additional agents.
  • If usage decreases and new virtual desktops are idle, Leostream will automatically shut down or delete them to reclaim resources according to the defined policy.
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