VMware and Mitel Bring Desktop Virtualization to the Contact Center

VMware and Mitel unveiled the integration of Mitel’s Contact Center Solution for VMware View which can enable contact center managers to deploy and manage agents anywhere in the world, while empowering the center to lower costs.

This solution provides contact center agents with cloud-based access to contact center functionality as well as a unified desktop and communications device (soft phone or desk phone) wherever they may be. In addition, Mitel announced the availability of Mitel’s virtualized Unified Communicator® (UC) Advanced client software for VMware View. Additional information on both solutions can be found at this link: http://www.mitel.com/solutions/virtualization/virtual-desktop-solutions/VirtualDesktop Desktop virtualization using VMware View decouples desktop components from physical devices and delivers them as a managed service from a centralized location, such as the data center or from the cloud. By centrally managing the desktops, applications and user data in the data center, organizations can benefit from improved manageability and control. When used in conjunction with Mitel’s Contact Center Solution, contact center and communications applications can be deployed as a single unified solution in a virtual desktop environment, enabling IT departments to reduce costs, while also extending their desktop and mobile environment to anywhere an end-user has an Internet connection For the contact center manager, this can allow for greater flexibility when bringing on additional agents during times of peak capacity, while maintaining centralized control over each agent. IT managers can reap similar cost and control benefits, while delivering their end-users a rich, consistent and high-performance desktop experience to any qualified device – including tablets and smartphones – whether in the office or on the go.

Source: http://vmblog.com/archive/2012/02/13/vmware-and-mitel-bring-desktop-virtualization-to-the-contact-center.aspx

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