Contactel Teleservicios<\/strong>, a company specialized in contact center outsourcing services, has advanced its digital transformation by adopting a centralized workplace model based on desktop virtualization<\/strong><\/a> and remote access to physical devices<\/strong><\/a>.<\/p>\n This approach has made it possible to improve workstation management<\/strong>, strengthen security<\/strong>, and provide a consistent<\/strong> environment across both on-site and remote settings.<\/p>\n \u201cWorkplace 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.\u201d<\/p><\/blockquote>\n Lili\u00e1n Ferreira Corujo<\/strong> A project designed to improve operational efficiency and flexibility in high-demand customer service environments.<\/strong><\/p>\n Contactel is a company dedicated to providing multichannel support services<\/strong> for both public organizations and large private companies.<\/p>\n In the public administration<\/strong> sector, it provides citizen support services for national, regional, and local organizations, enabling close, professional, and efficient communication.<\/p>\n In the private sector<\/strong>, it provides customer service focused on resolving incidents, inquiries, and requests, ensuring a satisfactory experience.<\/p>\n 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<\/strong>.<\/p>\n Before implementing the solution, workstation management was based on physical desktop computers, where each environment had to be configured individually.<\/p>\n This model involved a strong dependency on hardware<\/strong> and a high operational workload<\/strong>, since any change or update had to be applied manually, computer by computer.<\/p>\n In addition, decentralized management increased the likelihood of incidents<\/strong>, affected service continuity, and made it difficult to standardize the work environment.<\/p>\n In a contact center context, with high agent turnover and a constant need to adapt, these limitations had a direct impact on operational agility<\/strong>.<\/p>\n Contactel\u2019s main goal was to evolve toward a model that would allow it to manage workstations from a single point<\/strong>, improve security, and simplify agents\u2019 daily operations.<\/p>\n Specifically, the company was looking to:<\/p>\n To address these challenges, Contactel implemented UDS Call Center<\/strong><\/a>, Virtual Cable\u2019s digital workplace<\/strong> solution based on UDS Enterprise<\/strong>.<\/p>\n This platform centralizes workstation management and provides agents with a work environment available 24\/7 from any location and device<\/strong>, without depending on a specific physical computer.<\/p>\n 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<\/strong>.<\/p>\n The project began with an analysis and testing phase focused on adapting the solution to the environment\u2019s requirements<\/strong>, carried out with support from the Virtual Cable team.<\/p>\n During this process, special attention was given to optimizing audio quality, with several iterations until achieving performance suitable<\/strong> for daily operations.<\/p>\n Different access models and desktop configurations were also evaluated, ultimately selecting the most efficient option adapted to the existing architecture<\/strong>.<\/p>\n As a result, Contactel obtained a stable platform aligned with service needs<\/strong>.<\/p>\n 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<\/strong> mechanisms to ensure service continuity and data protection<\/strong>.<\/p>\n Today, agents use UDS Call Center as their main work environment, accessing their virtual desktops and corporate applications<\/strong> to manage calls and use the company\u2019s own applications, as well as customer applications needed for their activity.<\/p>\n 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<\/strong>.<\/p>\n In addition, campaign management has been significantly simplified<\/strong>, since onboarding new agents or reassigning them between services can be done in an agile and unified way.<\/p>\n The implementation of UDS Call Center has delivered clear improvements in several areas:<\/p>\n Agents have a standardized environment<\/strong> that is accessible from any location, improving ease of use, efficiency in their daily work, and operator satisfaction.<\/p>\n The IT team has significantly reduced operational workload, errors, and intervention times thanks to centralized management and task automation<\/strong>, including provisioning and updates. Control and security have also been strengthened by having a more consistent environment managed from a single point<\/strong>.<\/p>\n At the organizational level, the solution has improved service scalability<\/strong>, reduced dependency on physical devices, and increased the ability to adapt to demand changes, such as activity peaks or new campaigns<\/strong>, without requiring major hardware investments or complex deployments, which provides greater resilience<\/strong> in the event of incidents or changes in the work model.<\/p>\n Overall, the solution has helped optimize operational costs<\/strong>, improve productivity, and deliver a more consistent, reliable, and secure service<\/strong>.<\/p>\n
\nEngineering and Systems, Contactel<\/p>\nCustomer profile<\/h2>\n
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About Contactel<\/h2>\n
Initial situation: hardware dependency and distributed management<\/h2>\n
The challenge: improving management, security, and flexibility<\/h2>\n
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The solution: UDS Call Center<\/h2>\n
Implementation: a process of adjustment and optimization<\/h2>\n
Day-to-day use: more agile and flexible operations<\/h2>\n
Results: greater efficiency and control<\/h2>\n
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Impact on agents, IT, and the business<\/h2>\n
Agents<\/h3>\n
IT team<\/h3>\n
Organization<\/h3>\n
Security and control<\/h2>\n