Why Call Centers Need Hosted VDI Solution?
Virtual Desktop Infrastructure is a way of accessing your desktop through any device. This means that with VDI, you can access all your applications and desktop data from any preferred device, such as your iPhone, laptop, or Windows computer.
Let’s breakdown the concept of cloud VDI to clearly understand how it can help the call center industry.
Ideally, since we have known computers, we know them to be hardware units. For instance, your personal computer is kept on your desk and your laptop is a unit which you can carry. In these hardware units, there are various components:
· The RAM, CPU, Storage, keyboard, monitor, and mouse.
· The OS or operating system, including applications like Web Browser and MS Office.
· A wireless or wired Internet or LAN connection.
To some extent, you are bound by the manner in which you can use these devices. For example, you can’t access your laptop on your phone when your battery has died.
However, with VDI, these elements like applications, desktop, and files are hosted on the cloud server. Through this server, multiple organizations can access this desktop, whether from an Android device or a Windows laptop. You just need a secure connection to the internet to access your virtual desktop from anywhere, anytime.
How is hosted VDI beneficial for the call center industry?
In a call center, there are various users, multiple tools, and a frequently changing workforce. These factors alone make the cloud VDI a perfect fit for the call center industry. Every agent who is currently working with your organization can access information on a computer remotely in a cost-effective manner.
Let’s explore how cloud VDI is the perfect solution for the call center industry.
Benefits of Hosted VDI Solutions for Call Centers
The ability to access data, information, and applications from any available device offers the flexibility to optimize the working of the call center significantly. Here’s how that is possible:
1. Data Security
In a VDI hosted network, the provider places hundreds of controls to protect the sensitive information of the user. In the call center industry, these concerns are only heightened. Hence, multiple inner controls are placed by businesses to secure sensitive data.
Here’s how hosted VDI can help you:
· Customer’s data, such as their credit data or health records, are securely stored on the cloud. This data is only accessible to people who have credentials. It means that multi-factor authentication makes security a notch easier.
· On the hosted VDI, your data won’t be lost when the desktop is corrupted. Issues like data corruption, computer malfunction, and outdated software won’t plague your work anymore. There are fewer hardware components at your end, which means fewer risks of data loss.
· It has server and data redundancy, which means that even when one server fails to offer the information you need, another will. Multiple servers at multiple locations are securing your data.
· There are security controls like intrusion detection systems, multi-factor authentication, and AI-capabilities to monitor servers every time.
· In addition to all these controls, your VDI provider would also offer regular backup for disaster recovery management.
2. Remote Working
We live in an era where everything is going remote. The recent COVID-19 pandemic has taught us to work from home. Even today, we all can’t go to the workplace at once. Then how can the entire call center go to the office at once?
That is reducing the efficiency of the call centers. One solution to this situation is to go online with cloud VDI. These virtual desktops would help you connect various employees, data, and customer information together. Practically anyone from any corner of the world would be able to access the data they need to serve a user.
Here are some benefits of remote working:
· You can hire a workforce from anywhere. It would help you minimize hiring costs, as you can retain employees from countries that charge less for the service.
· You can allow your employees to always stay well-connected in a secure manner.
· Whenever an employee leaves, you can remotely take away controls of the system from them. There are fewer handover formalities.
· Your employees can work from home even when they are feeling a little sick. It would reduce your hassle as well.
3. Central Management
One of the things that you really need in a call center is the ability to manage your resources and information centrally. Usually, this happens from one office because till now as we knew no easier way.
With VDI, central management of employees and customers is easier than ever. You can offer 100% customer satisfaction and centrally manage everything without actually meeting the workforce working for you.
4. BYOD
Similar to remote working, BYOD policy can be implemented in call centers. This would reduce your device restrictions. You don’t need to keep purchasing hardware every time a new employee joins or when you are updating software. You can use any device and even allow your employees to bring their own devices to work; the VDI provider would manage security.
5. Cost-Effective
Due to the above reasons, VDI is cost-effective.
Think about it, you can reduce your budget on hardware purchase with BYOD, and you can eliminate office space expenses with remote working. Further, cloud VDI is much better than building your own infrastructure for this type of work. The workforce and money needed for in-house infrastructure are just too much.
So, why spend all that money when you can easily utilize VDI hosted solutions on a pay-as-you-use basis.
· You don’t need to manage the hardware.
· You don’t need a huge IT team for maintenance.
· You don’t need to backup.
· You don’t need to purchase hardware again and again.
All these things save you money.
6. Scalability
Lastly, you can scale whenever you want. You don’t need to spend too much on the hardware units or configuration. It is one of the best benefits of hosted VDI solutions — you can scale and de-scale as your business demands. Great, right?
Conclusion
The call center industry is one of the leading landscapes globally. The only thing standing in the way of its high productivity is the ability to optimize the utilization of desktops, tools, and software units. The high turnover and dynamic nature of the environment only makes things a bit more complicated.
Using cloud VDI in such an environment can aid your scalability, security, and cost-effectiveness. Start searching for a VDI provider and improve your performance — and ROI.
