Leading Australasian Call Centre Company uses Wyse Thin Clients for Quick Provisioning
“We selected Wyse as they are the leader in thin client computing with a long history of support,” said Tim Leehy, Systems Manager at Datacom Connect. “We needed a solution that solved a very important business need for us; when we had urgent headcount upswings caused by new call centre business coming on board. Wyse thin client really delivered.”
Datacom Connect incorporates an Aspect telephony system using agents running on PCs preconfigured for each client running with Microsoft Terminal Server. The programs are run on Dell 1850 servers driving the PCs as clients in a kiosk style situation for the operators. Whilst Datacom used PCs for existing business needs, they were faced with a challenge when new business requirements were added, as it took too long to set up the new PCs.
“At times, real agility was needed in ramping up campaigns of 100 seats or more with a moments notice,” said
Datacom selected the Wyse S30 due to its support for the Aspect dialler via RDP 5.5. These stateless, very small units are perfect for the desktop or mounted to the back of the monitor. The Wyse S30 runs Microsoft Windows CE operating system with traditional Windows GUI, and supports selective serial devices. It also features an embedded web browser in which the Aspect application is run. The Aspect application also runs via terminal services sessions.
“The trial showed us that thin clients were ideal instead of PCs,” said Leehy. “We were able to set up a new account for 100 seats within a few days. The fact that operationally, the Wyse S30 looks like a PC to the user, but is diskless and stateless means set up and deployment is a breeze. The small Flash based memory means quick start up, and all units can be quickly and centrally managed. Importantly, thin clients give us a standard operating environment across all terminals. With PCs, no two units are the same for very long, and security is an issue. Additionally thin clients boast a far lower operating cost as they have no moving parts.”
Datacom now has an emergency set of 25 S30s at any one time in storage ready to go online when a new client pops up. The company is also looking closely at replacing existing PCs used for existing clients as a future initiative.
“We are delighted with the innovative way Datacom have used the Wyse thin client in their call centres,” said Ward Nash, Regional Sales Manager Northern Region for Wyse Technology. “By understanding the operating cost benefits and importantly the benefits of a standardised operating system, Datacom has an emergency standby to quickly meet new business needs; it gives them a commercial advantage over other call centres that are weighed down by PCs.”
About Wyse Technology
Wyse Technology is the global leader in thin computing. Wyse and its partners deliver the hardware, infrastructure software, and services that comprise thin computing, allowing people to access the information they need using the applications they want, but with better security, manageability, and at a much lower total cost of ownership than a PC. Thin computing allows CIOs and senior IT professionals to reduce costs, manage risk, and deliver access to information. Wyse is headquartered in
Datacom, with over 2000 staff in three countries, has supplied its Systems and Contact Centre solutions to a wide variety of Australasian businesses for over 40 years. Founded in
Datacom promotes a “free-form” services solution that aligns solutions with client business reality.
Datacom is also the industry specialist in; the provision of contact centre solutions to technology companies and other industry segments such as government, sales force and marketing programs, and customisable CRM and telephony delivery across