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Call & Call Enhances Call Center Services with IBM and Wyse Offerings

IBM (News - Alert) has revealed that Call & Call, a large call center which serves clients across Italy has expanded its cloud computing initiative to reduce the organization’s desktop PC operating costs by 50 percent in the past six months.

Call & Call will migrate nearly 1,000 additional workstations from among five sites across Italy to a centralized location using IBM Smart Business Desktop Cloud and technology from Wyse a provider of cloud client computing.

Being a very competitive market, it becomes necessary for meeting customer demands and providing optimum customer service. To meet this demand, Call & Call had to regularly upgrade PCs in each call center and also frequently reconfigure systems to support customer applications.

The boost in resources that are required to manage and maintain thousands of desktop PCs has made Call & Call implement virtualized desktops to eliminate the need for desk side maintenance, deliver energy cost savings and provide Call & Call employees access to better computing power. This helps the company meet intensive multi-media applications and comprehensive customer data demands.

Company sources added that IBM’s Smart Business Desktop Cloud and Wyse thin clients will help improve security and increase operational efficiency by centrally managing workstations. The new solution is expected to reduce the need for device management, simplify software license management and reduce energy consumption.

In a release, Rich Esposito, vice president of IBM Workplace Services for IT Strategy Services, said, “IBM’s experience in services and our expertise in creating a cloud computing infrastructure has allowed us to help clients simplify their entire enterprise and become more flexible to adapt to changing market needs. Together IBM and Call & Call have created a solution to make desktops more flexible and efficient while cutting energy and IT costs with the use of IBM’s Smart Business Desktop Cloud.”

Fabio Mattaboni, chief information officer for Call & Call, added that the savings in virtualizing the desktops improves the capacity of each system and reduces 90 percent in energy consumption.

However, the important benefit is the savings in personnel costs for deploying, upgrading and managing software and systems. The reduction in energy costs and additional savings due to the extended life of each end device and reduced support costs is expected to enhance the company’s offerings.

The use of the desktop cloud environment automatically updates to all end devices in case an application needs to be upgraded or new software is configured. This implies that the desktop cloud environment only requires an update on the virtual desktop environment via the server while data is managed over the secure data center servers and no longer stored on the client side, clarified company officials.

Shamila Janakiraman is a contributing editor for TMCnet. To read more of Shamila’s articles, please visit her columnist page.

Edited by Tammy Wolf