Americall Group, Inc.

Naperville, Illinois

Rock-solid Security and Reliability for High Volume Call Centers
Data stays secure when shifts change at call centers operated by Americall Group, Inc. (AGI), because CTO Mike Novak switched from desktop PCs to Wyse thin clients. Instead of patching older operating systems to respond to security audits—a laborintensive process with desktop downtime—Novak built a secure data center where Tele Service Representatives (TSRs) connect using Wyse thin clients with two-factor authentication. Only mouse clicks and screen images travel the network. Nothing is downloaded to the desktop and no one has access to portable media for copying files.

Novak moved to thin clients during the consolidation of three call centers into one supercenter. He chose Wyse thin clients to minimize disruption during the transition, reduce maintenance, and improve productivity. "We’ve gone from having numerous problems everyday to weeks without an issue," said Novak. The IT department can now focus on priority issues that have more to do with meeting customer demands and supporting other non-thin computing call centers.

Solution Architecture

• Wyse Products
• 600 Wyse thin client devices
• Servers
• Citrix® Presentation Server
• Microsoft Windows® 2003 Terminal Services
• Network
• Gigabit network
• Wyse Device Manager, Workgroup Edition
• User Applications
• ASD Softswitch™, a proprietary call-center application
• Authentication: 2-factor proprietary authentication for ASD browser

"When we consolidated three call centers into one supercenter, we needed an acceptable technology in a lock-down state that we could manage centrally. Thin computing and Wyse thin clients proved to be a rock solid solution that is turning a lot of heads in the company."

Mike Novak
Chief Technology Officer
Americall Group, Inc.

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Americall Group