Case Study: Lenovo achieves scalable, cost-effective virtual call center operations with Citrix XenApp (Citrix)

Lenovo creates virtual agents for its customer call center with Citrix XenApp

Lenovo, a global PC maker, faced rapid growth in its China call center and couldn't meet rising customer demand with its traditional infrastructure. Extending service hours would raise labor costs and force inconvenient night shifts, while traffic, voice-strain illnesses, turnover and recruitment/training bottlenecks—plus limited physical space—made expansion costly and difficult.

Lenovo implemented a Citrix XenApp solution to virtualize CRM and IP softphone applications, enabling SOHO “virtual agents” to work via thin clients and secure access gateway over the Internet. The centralized, remotely managed system (with session shadowing for oversight) let Lenovo scale up to around 100 virtual agents without new facilities, cut operating and support costs, extend service hours (including evenings and other time zones), and improve workforce flexibility and retention.

Lenovo

Wang Yueyuan

Director, CCC Innovation Center