Best practices on Call Center deployments with vSpace products.
Using our platform in a call center is an excellent idea, yet, the NComputing terminals need to play a strategic role that will fit best with your planned infrastructure.
There are a few considerations as you plan your call center with NComputing.
If you are planning to use NComputing access devices, remember that these are thin clients, designed primarily for delivering a Windows / Linux session. Our access devices are not mainly designed or optimized to work as a telephony device. Keep this in consideration, especially, if you are planning to use NComputing devices to make or receive calls.
The infrastructure of the network will probably be the most critical piece. A gigabit backbone will be necessary to keep latency to a minimum. LAN deployment will be best, as anything beyond that will need specialized logic and hardware in order to cater to safe and fast transfer of packets and minimal latency.
Peripherals needed for such deployment, like USB audio headsets, wireless keyboard and mice, etc., need to be tested to work with our client devices before committing to the deployment.
Having this in mind, our suggestion is to have both NComputing terminals and VoIP phones for your call center. Keeping roles separated will give you the best flexibility and performance to bring your deployment to success. Every element to it's design: NComputing terminals will manage the soft phone program within the delivered session and the VoIP phones will handle the calls.
Not using a VoIP phone and using the NComputing terminals to make calls may still be feasible, but you will have to find a soft-phone program that will perform well in multi-user environments. Also, you will need to optimize the network to minimize latency as much as possible. Keep in mind that call quality will depend on the many factors explained throughout this article, plenty of testing and we suggest that you will have the best experience if you deploy NComputing along VoIP phones.
For any additional guidance or clarification, please contact our tech support.