Contact Center Solutions Featured Article

Mitel Integrates Contact Center Solution with VMware View

February 14, 2012

With an objective to bring desktop virtualization to the contact centers, virtualization and cloud infrastructure solutions provider VMware Inc. has integrated Mitel's (News - Alert) Contact Center Solution for VMware View. This integration enables contact center managers to better serve customers with centralized administration and better security as well as the ability to reduce costs.

As a provider of business communications and collaboration software and services, Mitel offers a suite of advanced communications and collaboration capabilities that provides freedom from walled garden architectures and enables organizations to deploy best-of-breed solutions on any network; extend the “in-office” experience anywhere, on any device; and offer choice of commercial options to fit business needs – all through a single cloud-ready software stream.

The integration of Mitel's Contact Center Solution for VMware View allows contact center managers to deploy and manage agents anywhere in the world by providing 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), regardless of the geographical location.

As a desktop virtualization solution, the VMware View – formerly VMware VDI – simplifies IT manageability and control. It helps IT organization automate desktop and application management, reduce costs, and increase data security through centralization of the desktop environment.

According to VMware, the VMware View encapsulates the operating systems, applications, and user data into isolated layers for better desktop management. It dynamically assembles desktops on demand to provide users with a personalized view of their individual desktop.

VMware View facilitates for desktop virtualization by decoupling 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.

With the integration of VMware View and Mitel's Contact Center Solution, contact center and communications applications can be implemented as a single unified solution in a virtual desktop environment. This will allow IT departments to reduce costs, while also extending their desktop and mobile environment to anywhere an end-user has an Internet connection, said officials with VMware.

The integrated solution will in turn facilitate for greater flexibility for contact center managers when bringing on additional agents during times of peak capacity, while maintaining centralized control over each agent.

For the contact center manager, this can facilitate for greater flexibility when bringing on additional agents during times of peak capacity, while maintaining centralized control over each agent.



Jayashree Adkoli is a contributing editor for TMCnet. To read more of Jayashree's articles, please visit her columnist page.

Edited by Jennifer Russell

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