Ardence in the Call Centre

Not long ago most if not all call centres were dedicated to serving the organisation that owned them, but that ended when call centres were outsourced to specialist call centre operators. Along with the outsourcing came increased and expanded capabilities and resources. These larger call centres serve many customers and the information used and gathered by the operators must be carefully separated and secured. To ensure total data integrity most call centres provide separate applications to their staff depending on who or what job they are working on.

Many call centres have used Windows Based Terminals and solutions from Citrix or Tarantella to provide the required separation of information but with the arrival of rich media, interactive applications and IP Telephony (VoIP) thin-client software and terminals are beginning to show their weaknesses, today's applications need the power of a modern PC.

The Ardence Solution

There is no disk drive inside the desktop PC it boots using PXE from the Ardence server and when the user enters their credentials the PC displays the desktop image appropriate to that user at that time, for instance it could be a one hour call out for a charity for one team and a 5 day promotion for a credit card for another. Neither team is aware of the others data and there is nothing else on the machine and no facility for fiddling with it. If a user does break something a simple power off and on will load a fresh image.

The power of this solution is demonstrated by way it is used in the USA by many of the leading call centre operations. One company reported that the re-imaging of their call centre PCs used to take several hours when campaigns changed, that has now been reduced to several minutes. Desktop support calls have dropped by more than 80% and the savings are very impressive.

The potential for savings is enormous and the larger the scale of deployment the faster the payback time will be. Take a look at the White Papers we have listed on the right of this page and then contact us to find out how this technology can help your organisation manage your desktop PCs.