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The competitive business climate coupled with business expansion has compelled many companies to outsource part of their operations and responsibilities to third party service providers. This in turn has led to the emergence and growth of BPOs, or Business Process Outsourcing. The decision to contract out certain business functions — especially internal business functions, like human resources finance, or accounting and customer related services such as contact center services — stemmed from the need to enhance the flexibility of enterprises and organizations. By contracting out non-core or administrative processes and functions, companies were able to focus on their core competencies and thereby achieve increased efficiency, improved productivity, cost savings, reduced in-house complexities, standardization of services, increased solution flexibility and superior competency. On realizing the capability of BPOs in managing non-core functions, more and more companies have started entrusting BPOs with front office and back office functions and processes. As a result, today BPOs manage different types of services such as customer support services, technical support services, telemarketing services, help-desk services, data entry services, data conversion services, insurance processing, book keeping and accounting services, form processing services, internet and web research services and so on. Challenges of the BPO Industry With three shifts a day, BPOs provide round the clock support and services to their various clients. Each employee that works in a BPO is provided with a thin client as well as a computer. With data theft being rampant, employees are encouraged to use thin clients instead of desktops to access applications and data at a remote client facility. As for computers, they are used to carry out regular tasks. Hence, BPOs face two main issues — increased CAPEX and OPEX. CAPEX and OPEX CAPEX, or capital expenditures, refers to the amount spent by the firm on purchasing and upgrading productive assets, such as equipment, with the aim of enhancing productivity. In the case of BPOs, they have to deal with increased capital expenditures because of their purchase of thin clients in addition to personal computers. OPEX, or operational expenditures, represents the cost of running a business or enterprise. It refers to the daily expenses, such as administration and maintenance costs. BPOs face enhanced operational expenditures due to ever-expanding management difficulties. Mitigating the Challenges of the BPO Industry Thin client virtualization is the ideal solution to mitigate the wide range of problems existing in the BPO industry. Being simplified and centralized, virtual desktop help meet the aforementioned challenges in a cost effective manner. They eliminate the need for purchasing personal computers by running both the host workspace and the virtual workspace on the thin client. Thus, it reduces not only operational expenditures but also capital expenditures. Moreover, it also increases the operational efficiency of the staff and takes care of security risks by providing services in a secure manner. Know more about - virtualization solution, desktop virtualization
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Thin client virtualization, virtual desktop, virtual workspace,
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