Optimize the infrastructure
KPO | BPO | Contact Centers capacity is defined in terms of number of seats. These seats are occupied by agents who address the end-customers queries and issues. They typically have two or more workstations depending on the internal setup out of which one workstation is connected to the parent company network and the other to the customer network. The addressing of queries and issues for end-customers is via the customer network who has out-sourced their activities to this KPO | BPO |Contact Center. The users constantly need to access the parent network and the customer network. The network isolation maintained is for end-customer data security reasons.
The agents fetch the end-customer information via the workstation connected to the customer network while their day to day emailing and other activities are performed through the workstation connected to the parent company network. Helpdesk has a tough time maintaining the two or more workstations installed at the agent end. As with normal computing equipment these workstations also require constant troubleshooting and re-configuration based on the business requirement. The agents depending on their skill-sets are shifted to different processes and have to move between setups.
There is huge potential in KPO | BPO | Contact Center setups to cater to more customers if the infrastructure is dynamic in nature where the same setup could cater to various customers within the same process area while still maintaining network isolation every customers infrastructure.
Our Back Racking solution involves the shifting of all standard user desktops | workstations in an enterprise to a secure area. This results in tighter security, better optimized floor space and lower operating costs.
KPO / BPO / Contact Centers will benefit more from back racking.
Since the systems are kept in a single isolated area, maintenance and troubleshooting becomes easier. High-end workstations that dissipate more heat can be provided with adequate cooling in such back racked areas.
Users can access their back racked systems from any available user station enabling implementation of hot desking. Users can also be given access to multiple desktops | workstations at a given point in time.