What would sell Desktop Virtualization to me?....Hmmm!
If I could figure out a way to use a Soft Phone on a Virtualized Desktop, and of course the Cost made sense, I could then easily be swayed. I am a avid proponent of virtualization, I currently run one of my Domain Controllers, an Exchange Server, a VPN Server, and a SQL Server all in a production environment along with several virtualized Dev Servers.
The problem lies with the Call Center; these users are currently running on terminal server clients, but they still have their Soft Phones installed on the local computer. If I were to virtualize the call center desktops I understand I would have the same issue. The only other option I am aware of would be to purchase Hard Phones for the CS Reps, considering the soft phones are only $35.00 each, this is not a viable option.
I would love to hear of any solutions any of you Call Center Admins or Systems Administrators have come up with to solve this problem. I must admit, I have personally spent very little time researching this, it seems something else of more importance manages to place this on the back burner.
Have a Great Weekend....