Case Study: TELUS achieves secure, scalable global customer support access and data protection with VMware Horizon View

VMware Horizon View Delivers Secure and Reliable Access to Customer Support Applications for Call Center Agents Working Around the World

TELUS, a leading Canadian telecommunications company, needed to scale its customer support globally—adding offshore call centers to serve multiple languages and time zones—while protecting sensitive customer data and managing users, upgrades, and applications with a limited IT budget and headcount.

TELUS deployed VMware Horizon View with ThinApp and vSphere, using nonpersistent Windows desktops, zero clients, and centralized Canadian data centers so only pixels and authentication travel over the network. The solution lets a five-person IT team support ~3,000 concurrent users (5,000 desktops), has doubled scale in four years, secures customer data, lowers TCO versus physical desktops, centralizes management, and enables cost-efficient offshore staffing with reliable, always-on access.

Telus

Chris Fedje

Workplace Services Manager