Case Study: Third Octet achieves rapid, low-cost at-home call center rollout with IGEL

Third Octet - Customer Case Study

Third Octet, an IGEL and Citrix professional services partner, was engaged to help two large Canadian telecommunications companies that were struggling to handle call-center overflow and a costly Windows 10 migration. With 6,000–8,000 combined agents and more than 70% of endpoints not Windows 10–compliant, the challenge was to enable secure at-home agents with consistent branding and service without the prohibitive time and hardware costs of replacing or provisioning full desktop units; IGEL and its IGEL OS/endpoint offerings were identified as the preferred vendor solution.

IGEL implemented a Windows 10–in-data-center approach using IGEL OS software-driven endpoints, IGEL Universal Management Suite and Citrix Receiver, supplying IGEL units, VOIP phones and routers to at-home agents. The IGEL solution cut per-user hardware replacement costs by about $1,200, reduced agent setup time from days to hours, lowered endpoint management and support demands (quarterly edge updates only), and enabled centralized, branded, secure management — delivering measurable cost and time savings while preserving customer experience.

Third Octet