Take your Call Center Virtual With a Modern and Secure DaaS Solution
Large marketing agency secures its globally distributed call center staff with Tehama’s compliant virtual desktops.
Problem
A large multichannel marketing company was faced with a twin quandary during the Covid-19 pandemic: How to fulfill previously agreed-to compliance, security and service standards with important clients, while also keeping their contact center staff safe and working from home effectively? The company’s Citrix environment at their physical contact center did not support remote work. Yet large-scale remote work was required, quickly, and real-time security and service standards had to be maintained – in particular for one major client scheduled for a major product launch in a matter of days. The client needed a way to get all their contact center staff working from home securely, compliantly and efficiently almost immediately and with close to zero disruption to their business.
Catalyst
A traditional approach to the work-from-home problem – sourcing, imaging and shipping hundreds of laptops to remote staff – wasn’t just uneconomical, time-consuming and insecure. Because global supply chains at the time were in massive turmoil, it was also next to impossible. Setting up a large-scale virtual private network (VPN), another well-known option, was also considered too expensive, relatively insecure, and not nearly nimble enough to get them set up in time. And then the client met Tehama.
Solution
Tehama was able to provision secure, SOC 2 Type II compliant virtual desktops, onboard the client’s large number of call center agents dispersed across the region, and get those agents working within a matter of minutes with no CapEx, professional services fees or device upgrades required. Remote workers were able to instantly connect with data-sensitive corporate systems, while the client now has the flexibility to easily scale up or down quickly to match peaks and valleys in traffic and demand – again without requiring any CapEx. Each call center agent was able to access their Tehama virtual desktop from any device with an internet connection, whether that device was 10 months or 10 years old, and start working practically instantaneously. Indeed, it was precisely this velocity that the client says was Tehama’s most valuable differentiator.
Results
Leveraging Tehama’s cloud infrastructure, virtual workrooms and virtual desktops generated several immediate and long-term benefits for this large multichannel marketing company – not least of which was the ability to uphold agreed-upon compliance, security and service standards during their client’s successful product launch.
1. Optimized real estate and other costs
2. Easily and securely enabled a global remote workforce
