VMware Case Study

VMware Virtual Desktop Infrastructure Connects Bell Canada for Optimized Customer Care

Bell Canada Enterprises (BCE) is Canada’s largest communications company. The main subsidiary, Bell Canada, provides local telephone, long distance, wireless communications, Internet access, data, satellite television and other services to residential and business customers through some 27 million customer connections. In October 2004, Bell Canada began an initiative to provide desktop solutions at reduced costs . With 8,000 call center agents, Bell Canada faced hardware attrition and rising costs. Streamlining systems, facilitating outsourcing and increasing capabilities to telecommute would reduce costs while improving service. This would require creating customized workstations for users. Bell Canada approached VMware Partner CGI Group Inc., which provides end-to-end IT and business process services, for a solution. CGI is Bell Canada’s preferred solutions provider. CGI has partnered with Bell Canada since 1993, when Bell Canada made the decision to outsource IT operations.

Tags: Virtualization Solution, Virtualization Technology, Desktop Management

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