IRMC Used VMware Virtual Desktop Infrastructure to Virtualize its Call Center Operations by AMD and VMware, IncWelcome, Guest      sign in | register | help


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Research Abstract
IRMC Used VMware Virtual Desktop Infrastructure to Virtualize its Call Center Operations
by AMD and VMware, Inc

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Published on: March 2008
Type of content: CASE STUDY
Format: Adobe Acrobat (.pdf) (155 kb)
Price: FREE

Overview:
IRMC provides customer management solutions specializing in collections, accounts receivable management, and customer retention services through its global call center network of nearly 6,000 employees.

Because IRMC has call centers and clients all over the globe that must be supported with computer-telephony integration, continued growth drove the company to reevaluate its client-server-based IT strategy. IRMC needed greater speed and flexibility in meeting the needs of its collections and financial services industry clients, who often requested rapid rollout of additional agents or programs in different sites around the world. It needed to deliver personalized desktops to end users while managing the support costs of those desktops.

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.

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