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The Benefits of Hosted Desktops for Call Centers

By signing up for hosted desktops, call centers can decrease their overall IT costs, make their IT easier to manage, increase their IT security, increase their IT’s scalability, and make it easier to hire telecommuters.

Hosted desktops are web-based IT solutions that appear and perform the same as locally-installed Windows desktop operating systems. They can be accessed from anywhere with any Internet-connected computer, tablet, smartphone, or thin client. In most cases, each user is assigned to a specific hosted desktop, and the desktop retains all of the user’s files and settings even after he or she logs out.

You’re usually billed for hosted desktops on a monthly basis for each user you have. You pay the hosting company to deploy and maintain the desktops on its servers, and to ensure that you’re always able to access them. Some hosting companies, among them Iron Orbit, include management and support services with its hosted desktops such as technical support, patch management, data backups, and system and network monitoring, or it may charge extra for these.

Hosted desktops can lower costs because they don’t require the purchase of any expensive onsite IT hardware—including servers, storage devices, and advanced networking equipment—or the hiring of any additional in-house IT personnel. Hosting companies can provide hosted desktops to you at a lower cost than it would take you to deploy and maintain them yourself, meanwhile, because of their economies of scale, the bulk buying power of hosting companies, and the hosting companies’ experience at deploying and maintaining hosted desktops as efficiently as possible.

Hosted desktops can also lower costs because they can be accessed from low-cost devices such as old PCs, refurbished PCs, and thin clients, without a decrease in performance or reliability. This is because hosted desktops are processed by and stored on the hosting provider’s servers, not on the end-users’ devices.

Hosted desktops increase the manageability of a call center’s IT by centralizing all of its desktops and files onto a relatively small number of interconnected servers, and because they’re software-defined assets that are ready to integrated with a desktop management solution without any further customization. These aspects of hosted desktops make it easier for IT administrators to perform tasks such as security and performance monitoring, virus scanning, patch management, data backups, setting security policies, and remoting into computers to provide technical support, than with physical PCs that they may have to manage individually and manually.

Alternatively, hosted desktops may allow IT administrators to avoid having to perform these management tasks altogether, if their hosting company is one that includes management and support services with their hosted desktops.

Hosted desktops increase security, meanwhile, for some of the same reasons that they decrease costs and increase manageability. The centralization and virtualization of hosted desktops makes them easier to protect, monitor, scan for malware, and disinfect than physical PCs. And because hosted desktops are processed and stored on the hosting provider’s servers, call centers don’t have to worry as much about protecting end-point devices from cyberattacks and physical theft.

Hosted desktops increase scalability because you can add and subtract hosted desktops quicker and easier than you can physical PCs. You can deploy or decommission a hosted desktop in a just a few minutes in many cases (either by contacting the hosting company or by using its online portal), and without having to purchase or dispose of any hardware.

Finally, hosted desktops make it easier for call centers to hire telecommuters, since hosted desktops can be accessed from anywhere with any device—so telecommuters can use their personal device to connect to the hosted desktop, and call centers just need to provide telecommuters with their own hosted desktops in order to equip them with all of the applications and files they need to do their job.