Contactel streamlines contact center management with UDS Call Center

Introduction

Contactel Teleservicios, a company specialized in contact center outsourcing services, has advanced its digital transformation by adopting a centralized workplace model based on desktop virtualization and remote access to physical devices.

This approach has made it possible to improve workstation management, strengthen security, and provide a consistent environment across both on-site and remote settings.

“Workplace virtualization with UDS Call Center has enabled us to unify administration, improve security, and deliver a consistent experience to all agents, regardless of their location.”

Lilián Ferreira Corujo
Engineering and Systems, Contactel

A project designed to improve operational efficiency and flexibility in high-demand customer service environments.

Customer profile

• Company: Contactel Teleservicios
• Sector: Contact Center / BPO
• Employees: 950
• Agents: More than 700 operators
• Locations: Tenerife and Gran Canaria (Spain)

About Contactel

Contactel is a company dedicated to providing multichannel support services for both public organizations and large private companies.

In the public administration sector, it provides citizen support services for national, regional, and local organizations, enabling close, professional, and efficient communication.

In the private sector, it provides customer service focused on resolving incidents, inquiries, and requests, ensuring a satisfactory experience.

Today, the company has nearly 950 employees and more than 700 active agents providing contact center services, distributed across its locations in Tenerife and Gran Canaria.

Initial situation: hardware dependency and distributed management

Before implementing the solution, workstation management was based on physical desktop computers, where each environment had to be configured individually.

This model involved a strong dependency on hardware and a high operational workload, since any change or update had to be applied manually, computer by computer.

In addition, decentralized management increased the likelihood of incidents, affected service continuity, and made it difficult to standardize the work environment.

In a contact center context, with high agent turnover and a constant need to adapt, these limitations had a direct impact on operational agility.

The challenge: improving management, security, and flexibility

Contactel’s main goal was to evolve toward a model that would allow it to manage workstations from a single point, improve security, and simplify agents’ daily operations.

Specifically, the company was looking to:

• Reduce dependency on physical hardware.
• Simplify management and workstation maintenance.
• Ensure a consistent experience for all agents.
• Enable remote access and distributed work.
• Improve service continuity.
• Adapt more quickly to changes in campaigns and business needs.

The solution: UDS Call Center

To address these challenges, Contactel implemented UDS Call Center, Virtual Cable’s digital workplace solution based on UDS Enterprise.

This platform centralizes workstation management and provides agents with a work environment available 24/7 from any location and device, without depending on a specific physical computer.

One of its key strengths was its ability to adapt to the specific needs of a contact center environment, especially regarding audio quality and the call handling experience.

Implementation: a process of adjustment and optimization

The project began with an analysis and testing phase focused on adapting the solution to the environment’s requirements, carried out with support from the Virtual Cable team.

During this process, special attention was given to optimizing audio quality, with several iterations until achieving performance suitable for daily operations.

Different access models and desktop configurations were also evaluated, ultimately selecting the most efficient option adapted to the existing architecture.

As a result, Contactel obtained a stable platform aligned with service needs.

The infrastructure is supported by optimized remote access protocols to ensure the best possible experience in telephone support environments, as well as perimeter security and monitoring mechanisms to ensure service continuity and data protection.

Day-to-day use: more agile and flexible operations

Today, agents use UDS Call Center as their main work environment, accessing their virtual desktops and corporate applications to manage calls and use the company’s own applications, as well as customer applications needed for their activity.

This allows part of the workforce to work from the office while other operators work from remote locations, always maintaining the same work environment. Agents can now change location or device without affecting service continuity or quality.

In addition, campaign management has been significantly simplified, since onboarding new agents or reassigning them between services can be done in an agile and unified way.

Results: greater efficiency and control

The implementation of UDS Call Center has delivered clear improvements in several areas:

• Fast provisioning of workstations and configured environments.
• Reduction of incidents related to local configurations.
• Improved technical support resolution times.
• Greater operational availability.
• Optimization of software license usage.

Impact on agents, IT, and the business

Agents

Agents have a standardized environment that is accessible from any location, improving ease of use, efficiency in their daily work, and operator satisfaction.

IT team

The IT team has significantly reduced operational workload, errors, and intervention times thanks to centralized management and task automation, including provisioning and updates. Control and security have also been strengthened by having a more consistent environment managed from a single point.

Organization

At the organizational level, the solution has improved service scalability, reduced dependency on physical devices, and increased the ability to adapt to demand changes, such as activity peaks or new campaigns, without requiring major hardware investments or complex deployments, which provides greater resilience in the event of incidents or changes in the work model.

Overall, the solution has helped optimize operational costs, improve productivity, and deliver a more consistent, reliable, and secure service.

Security and control

Security has been strengthened through the use of non-persistent desktops, ensuring that each work session starts from a clean, standardized, and controlled environment.

This reduces the risk of sensitive data persistence, malware infections, or unauthorized configurations, and makes it easier to apply security and control policies from a single point.

Overall, Contactel has gained greater visibility, control, and response capacity for security incidents, reducing the risk surface and improving regulatory compliance.

Solution assessment

The overall assessment of UDS Call Center is positive, with particular emphasis on its operational and technical value:

• Centralization and simplification of management.
• Greater security.
• The flexibility of the solution.
• The scalability of the environment.
• Improved user experience.
• Ease of access from different locations.
• Consistency regardless of the device used.

“UDS Call Center has represented an important step forward in our operations, enabling us to be more agile, scalable, and efficient in managing workstations in a high-demand environment such as a contact center.”

Lilián Ferreira Corujo
Engineering and Systems, Contactel

Experience with the partner

Contactel highlights its trusted relationship with Velorcios Group, as well as the partner’s involvement, closeness, and technical advisory capabilities throughout the project.

Next steps: optimization and new use cases

Looking ahead, Contactel will continue optimizing the use of the workplace virtualization platform, improving the user experience, and expanding its application to new use cases within the organization.

Recommendation for contact center companies

Contactel especially recommends this solution to companies in the contact center sector that need to centralize workstation management, increase operational flexibility, and strengthen security. It helps agents focus on call handling and improves productivity.

VDI and remote access infrastructure

• Solution: UDS Call Center, based on UDS Enterprise
• Model: Windows and Linux virtual desktops (VDI) and remote access to physical devices (Windows, Linux, macOS)
• Desktop type: Non-persistent
• Access: Remote access from different locations (office and remote work) and devices
• Security and compliance: Access control, isolated environments, and data removal at session close

Frequently Asked Questions