Case Study: Leading Contact Management Solutions and Services Provider achieves high system availability and rapid scaling of virtual desktops with Citrix Managed Services

Customer contact management firm calls on Citrix Managed Services to achieve high availability for Citrix virtualization

A leading customer contact management firm and BPO provider with 48,000 employees faced inefficient facility utilization and the challenge of integrating newly acquired home-based agents into its traditional call-center model. After choosing Citrix XenDesktop and NetScaler to deliver virtual desktops and telephony, the company still lacked Citrix monitoring expertise and worried that centralized virtualization outages could disrupt many agents and hurt revenue and customer service.

The company engaged Citrix Consulting to deploy the environment and Citrix Managed Services for 24/7 centralized monitoring of XenDesktop servers and NetScaler appliances, bridging the skills gap and integrating with ITIL incident processes. The managed solution ensured high availability, standardized IT and business processes across onsite and remote agents, reduced costs, improved customer satisfaction and ROI, and enabled rapid scaling—provisioning 300 agents in 30 days versus 90—with about 40% of North American agents now working from home.