Vmware/Mitel Compete With Cisco For Contact-Center Desktop Virtualization
VMware and Mitel have announced an integrated desktop virtualization product that the companies say will enable contact center managers to manage their agents anywhere in the world with cloud-based access to contact center functionality. Additionally, Mitel is also making available its virtualized Unified Communicator Advanced client software for VMware View.
"The critical IT requirements [for] contact centers are high availability and rapid service restoration in the event of an equipment failure,” says Simon Bramfitt, founder and principal analyst at Entelechy Associates LLC. "We’re reasonably good at delivering this from a desktop computing perspective, but we have taken conventional desktop PCs pretty much as far as they can go here. VDI gives us an opportunity to both increase overall system availability and minimize service restoration times."
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