- Managed DaaS
- Happy End Users
The business process outsourcing (BPO) industry is fiercely competitive and anything a BPO can do to manage budget and gain a competitive edge is a top priority. That’s why Sitel Group, Transcom, itelBPO and so many other BPOs have turned to Dizzion. Having a high performing, reliable virtual desktop solution to offer clients gives BPOs another option to better fit client requirements and needs.
Dizzion is a fully managed desktop as a service (DaaS) solution, meaning our BPO clients don’t need to build, maintain, update and expand virtual desktop infrastructure. Beyond making it easy for BPOs to offer a cloud-based desktop solution, Dizzion particularly excels in several areas that have traditionally been pain points for BPOs and are increasingly important sticking points for their clients.
With the state of the cyber risk landscape and recent high profile data breaches, organizations are paying more attention to security measures both in-house and with vendors. This is trickling down to the questions they ask BPOs, and you better have a good answer that puts security at the forefront of your service offering.
Compliance adds another layer to the situation. Even if a data breach involving protected information happens on your end, it’s still your client that experiences a compliance violation. That’s why more and more clients are pressing BPOs on the compliance question. Being able to meet PCI DSS or HIPAA HITECH compliance requirements could be the difference between winning and losing a new contract. With the level of expertise and cost involved with achieving and maintaining compliance, many BPOs find it easier to work with trusted vendors that can provide a compliant solution.
Security and compliance were major reasons Dizzion BPO customer Granada (now itelBPO) chose Dizzion’s virtual desktop solutions. From Felix Serrano, CEO – Americas of itelBPO and former CEO of Granada Corporation:
“We wanted a virtual desktop solution that stressed security and compliance as part of its core business, not a forced add-on or something that’s not part of the core business.”
“There are legitimate security questions and risks when you’re not appropriately safe guarding your system. We want to make sure we’re extending our networks and the networks of clients with the most updated security measures and solutions.”
“The level of compliance and security with Dizzion enables us to work with highly-regulated clients without causing concern.”
“Because we’re purely work at home, we need to prove we have a level of compliance that exceeds industry standards – a level of security that mitigates risks not only through processes and procedures but also through a comprehensive set of technical safeguard.”
“Our clients take a lot of comfort from the fact that we’re not trying to master compliance and security on our own. We know that we should get experts involved who can help us and that we can do so with solutions that our clients can then participate in for their own business. These things have really resonated.”
Real estate is expensive and being tied to one location impacts a BPO’s ability to offer 24/7 coverage and access top talent – especially in particularly competitive markets. An increasingly popular way around these challenges is BPOs embracing remote working models. Whether the organization is 100% remote or has a subset of remote agents, having the ability to provision, monitor, troubleshoot and maintain control over a remote agent’s desktop is key to running a successful and cost effective program.
Dizzion makes it easy for BPOs to deliver desktops that they control (including user-based security permissions) to any device, anywhere, making it easier than ever to support remote workers while maintaining security and compliance. The Dizzion solution is easy to deploy and works with BYOD models, presenting BPOs with another cost-saving opportunity.
Transcom, another Dizzion BPO customer, uses Dizzion virtual desktops to support its U.S. based remote agents. Here’s a bit about why those chose to work with Dizzion:
“Dizzion is a fast, reliable, customizable, secure virtual desktop solution for our Home Agents.”
“Dizzion was the direct answer to some of the bigger issues we had with home agents and BYOD. Being able to be competitive while having a huge [remote] hiring pool and supporting BYOD with the Dizzion solution has really worked for us.”
“Before Dizzion, we were using virtual machines that weren’t cloud based. The service desk would connect remotely with the agent and install a 6-7 GB virtual machine. It could take 6-7 hours to download. We would eat the cost in productivity for that first install, but if the VM got corrupted, the agent would be down for an entire shift while we reinstalled a new virtual machine. [With Dizzion], the service time drastically decreased from 6-7 hours to 15 minutes. Implementing Dizzion let us keep our wide hiring pool.”
Transcom isn’t alone. Granada Corporation was 100% remote before being acquired by itelBPO and Sitel Group recently announced a partnership with Dizzion specifically to support its growing Work@Home Solutions™. From Sitel Group:
“At Sitel Group we are always looking for ways to enhance our client customer experience programs and now our partnership with Dizzion adds another layer of insights, security and compliance to our remote work offering.”
One of the best ways for BPOs to manage costs is to use the same desktops for shift-based work instead of a 1:1 desktop to worker ratio. The challenge is keeping these desktops properly locked down to ensure any agent-made changes don’t affect the environment going forward. You don’t want to slow down productivity because an agent rearranged desktop icons or unintentionally expose data because an agent saved something to the desktop that the next user can now see.
Mitigating this challenge is easy and reliable with properly implemented desktop virtualization. In additional to easy-to-manage security and controls, concurrent desktops offer additional peace of mind and protection. Concurrent desktops are blown away after each use and a fresh desktop is generated from the Golden Image when the next agent logs in, ensuring everything is always exactly how you set it up. If you need to push a security patch or update, you only need to make the changes to the Golden Image and they’re automatically pused to each desktop accessing that image. This is particularly handy for BPOs using remote agents where you may not be able to easily ensure updates are made to each remote endpoint.
Overall, the consistency and control provided by Dizzion cloud desktops allow BPOs to focus on driving business forward rather than spending budget on additional IT staff and constantly fixing issues. From Transcom:
“We get the peace of mind of getting a consistent environment. Whatever changes agents make on their host PC, it doesn’t affect anything with the Dizzion desktop.”
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