Tech & Work

Improving Global Call Center Operations Through IT Transformation

Download Now Date Added: Feb 2011
Format: HTML & WORD

Based in Cinisello Balsamo, Italy, Call & Call Holding is the parent company of a network of call and contact centers distributed throughout Italy. With around 2800 operators and 1600 workstations, it outsources services to companies centered on customer service and telemarketing. Call & Call had an outdated end user IT infrastructure and needed to increase efficiency in order to reduce IT costs and speed workstation provisioning. The company worked with IBM to engage in an IT transformation, architecting a Smart Business Desktop Cloud solution based on Wyse Full Streaming Client technology. It reduced management from 1,200 computers to one single operating system image and one application image per application; projected operational savings of up to 50 percent and energy costs of 100K euros.