WHY BPOS NEED VIRTUAL DESKTOPS

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Virtual Desktop for BPOS

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Business Process Outsourcing
vDesk.works
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WHY BPOS NEED VIRTUAL DESKTOPS
The Business Process Outsourcing (BPO) industry
comprises a competitive environment in which
organizations need to find innovative ways to
meet the growing needs of customers and
consumers, continually reduce overhead costs to
increase profit margins and create competitive
advantages that help them win and sustain their
business. As many BPOs are discovering (or
already have), virtual desktops are a good way to
achieve all of these goals. These are the top
reasons why BPOS needs a virtual desktop
solution..
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Better Access to Talent
Regardless of where you are, your talent pool is
geographically limited if you insist on having
internal agents. For BPOs that need to provide
agents with specific qualifications or licenses,
filling seats is even more difficult if the
organization is unwilling to consider remote
agents. Virtual desktops enable outsourcers to
confidently select agents from anywhere in the
world without compromising data security or
application access. This provides better and
easier access to talent and the ability to offer
24/7 support. It also has the added benefit of
significantly reducing the footprint and
associated utility costs in large office spaces.
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More Sensible Scaling
Some clients require ongoing staffing throughout
the year, but for those in peak seasons (retail,
insurance, tax agencies, etc.), the number of
agents required varies significantly depending on
the season. In the past, this has meant that BPO
has a workplace and computers that are not
heavily used. BPO virtual desktops don't pay for
desktops (or space) they don't need.
Organizations can quickly roll out virtual
environments when needed using pre-configured
Golden Images for each customer or use case. When
the spike is over, rotate the tables down and pay
only for the seats you need. BPOs can also take
advantage of the economies of scale that make
virtual desktops more accessible. The more
desktops you need, the less each desk costs,
perfect for large BPOs with large clients. Small
organizations or a few specialized BPOs can take
advantage of the per-device desktop model, which
allows agents on a shift basis to share virtual
desktops, reducing the number of desktops
required.
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Top Notch Security
Contact centre agents often work with
confidential consumer information. From payment
card details to personal health information and
personal information, BPO customers want to know
they can trust you and your agents to keep their
customers' information private. With data leakage
becoming more popular, BPO customers will pay
extra attention to this problem area, especially
when there are home agents who can use their own
personal computers and are in a less controlled
environment. Virtual desktops allow you to easily
enforce strong user control on any agent using
your system, anywhere, from any device. Controls
and other security measures are installed on
Golden Image and shared with all users on a copy
of this desktop. This allows you to block
high-risk features that agents often do not need
access to, such as printing, screen capture,
saving to a USB drive or other external device,
copy / paste, and many others. In addition, the
data is never stored on the local endpoint,
meaning when an agent logs out of their virtual
desktop, your sensitive client information cannot
be accessed or accidentally provided.
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The Option of Compliance
Depending on the type of data your agents are
handling, PCI or HIPAA compliance may be
required. This requires a number of technical
security measures that range from the data centre
to the endpoints and can be difficult and costly
to implement and maintain in the home. Some
virtual desktop solutions can remove much of this
responsibility from your platform by offering
services that are independently audited and
verified to meet specific compliance standards.
They are also responsible for maintaining this
part of compliance. Ask for a matrix of roles and
responsibilities to fully understand what the
supplier is responsible for and which aspects of
compliance apply to you. The ability to offer
interoperable solutions can represent a
significant competitive advantage over other BPOs.
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DaaS Over VDI
Virtual desktops can be implemented with native
virtual desktop infrastructure (VDI), external
VDI, or fully managed DaaS. A fully managed DaaS
solution is best for most BPOs because it allows
them to focus on the core of their business
(serving their customers), and the DaaS vendor
takes care of everything related to serving
virtual desktops. With good monitoring platforms
and tools, you will be able to keep an eye on
your environment, but your team will not be busy
troubleshooting or maintaining. By using
proprietary or less managed solutions, your IT
teams can waste a lot of time using bug fixing or
troubleshooting systems. The rise of DaaS makes
virtual desktops a viable option for BPO,
allowing them to benefit from the efficiency,
security, and access to virtual desktops without
the high overhead and maintenance issues
traditionally associated with early VDI.
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About Us
vDesk.works is a global provider of application
delivery, desktop virtualization, and cloud
client technology solutions. It enables IT and
service providers to manage and deploy secure
application and desktop delivery solutions
providing users instant access to applications on
any device, over any network or cloud.
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