Magazine article CRM Magazine

Curbing PC Downtime

Magazine article CRM Magazine

Curbing PC Downtime

Article excerpt

What happens when CSRs can't access vital support software due to downtime tied to PC infections? Ultimately, productivity takes a hit. That was the issue facing Time Warner Cable's Greensboro, NC (TWCG) call center, which employs more than 600 people--about 200 of them are call center agents)--and serves about 365,000 customers. "We were spending hours and days trying to battle viruses, adware and spyware issues, and hardware failures," says Sanjeev Shetty, Time Warner Cable's director of IT at Greensboro.

The call center sought a solution that would allow it to use its existing hardware while centralizing PC management so that TWCG could easily manage PCs remotely and eventually remove hard drives. The call center selected Ardence, a software platform developer that specializes in software streaming--the on-demand delivery of applications and the operating system to a diskless desktop client. The center went live with Ardence Desktop Edition in August 2005. …

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