IRMC used VMware Virtual Desktop Infrastructure to virtualize its call center operations and support multiple call centers from a central data center, reducing IT costs while improving flexibility and competitiveness. 

Many companies have turned to virtualization technologies for their servers and in their data centers to simplify administration and to reduce management chores and operating costs while maintaining reliability and safeguarding against disasters. Companies are now looking to apply the same technology to their desktop computers. 

Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset. 

The importance of achieving service excellence is growing. Products are increasingly becoming commodities, and CEOs are recognizing that first-rate service is crucial to enhancing customer satisfaction. This paper explores the crucial links between customer service and customer satisfaction. 

Is securing the Call Center possible without impacting the customer experience? This paper discusses the advantages and benefits of using knowledge-based authentication (KBA) to bolster Call Center security over other solutions. 

This Technology Brief discusses different approaches to data deduplication in the market today along with the pros and cons of each, and then matches some of the most common backup problems to a recommended deduplication approach. The brief close with a spotlight on Quantum's DXi7500 enterprise disk backup and replication system 

One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. 

Many organizations understand they need cost-visibility or a more formal chargeback process in order to further expand their virtual data centers. The challenge is where to begin and how to implement an automated solution. 

In a virtual server infrastructure where all resources are shared, optimal performance can only be achieved with an adequate amount of properly allocated resource capacity. Not allocating enough resources can cause critical bottlenecks - leading to performance problems and costly downtime events. 

This paper explores the problems IT operations can encounter in coordinating the activities of application and infrastructure specialist teams, and it proposes an approach-- consolidated operations-- designed to get incidents to the right person with the right information fast so problems can be resolved quickly, with no duplication of effort. 

The purpose of this white paper is to describe the benefits of a clustered architecture in comparison with traditional controller-based architectures, and to discuss the technology that makes HP LeftHand SANs better by design. 

APC® by Schneider Electric enables you to adapt your data center to the changing needs of a business. With the same InfraStruXure® HD-Ready architecture, you can start out with a low-density data center, and later scale up to high density as needed without picking up the phone to call for more capacity, engineering or quotes.