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Flexible and efficient: the thin client in the call center

Jul 15th 2015 at 12:55 AM

Computer work in call centers is characterized by constantly changing projects and users. Consequently, IT systems must not only be reliable but flexible as well. Particular requirements apply to the end device. The energy-efficient thin client is a proven solution here. However, many thin client approaches on the market are too rigid for call centers.

A thin client has a small amount of hardware, making it more robust

The PC is no longer regarded as the ideal end device for call centers. Its extensive hardware equipment uses an unnecessarily large amount of electricity, while its fans and hard disks are susceptible to mechanical failures and are annoyingly loud. In the summer, the PC's waste heat is a further source of discomfort. A thin client requires just half as much energy as a PC, and this includes the consumption of the connected centralized IT environment. In addition, a thin client lacks noisy, failure-prone mechanical parts and so in principle does not require local maintenance.

Centralized thin client management

If the call center workstations are spread across a number of floors or different sites, a key advantage of the thin client lies in its remote administrability. The German thin client market leader IGEL Technology supplies the IGEL Universal Management Suite (UMS) remote management solution along with its thin clients and zero clients. This allows every IGEL hardware and software thin client to be centrally administered and remote managed.

User-dependent settings

A particularly attractive feature for call centers is the optionally licensable yet fully integrated "Shared WorkPlace" software solution. It allows every thin client in the network to be automatically configured on a user-dependent basis using settings profiles. The profiles are created in the IGEL UMS and linked to the user accounts in the Microsoft Active Directory. When logging on to one and the same workstation, various users are then automatically assigned the correct settings, for example different session types, keyboard settings or mouse settings for right and left-handed people.

IGEL Universal Desktop thin client with Shared WorkPlace feature

Less sneaker administration

At the end of the day, the use of thin client systems in call centers helps to minimize operating costs, in particular administration costs, and to improve availability and the overall user experience. As a result, all employees can once again concentrate fully on their work.

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