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Case Study: ethicall

Ethicall provides telephone fundraising services for high profile charities. Working in a fast-paced industry, this client is heavily dependent upon the availability and reliability of their IT infrastructure.

This ambitious company needed to set up a new call centre and were looking for a new robust cost effective solution. They turned to CCC to review their needs and propose a highly innovative solution.

After reviewing the clients existing setup, a solution was implemented which was easily maintainable, improved productivity and most importantly is a highly reliable IT solution. To achieve this goal we had to reduce the common complexities shared with most call centre’s, which is why we chose to install a thin client architecture utilising Microsoft Terminal services.

The use of thin clients improved the productivity of the callers because the thin clients were set up only to run the call centre software. This consequently reduced the complexity and also greatly improved the uptime of the terminals. The other benefits have also been less ongoing maintenance requirements, centralised system management and a 25% reduction in installation costs per user terminal.

A key part of the brief was reliability and system uptime. With this in mind we set up a dual terminal server system; this kept the load on each server to a minimum and enabled us to be able to switch the whole call centre onto one server in the event of a server hardware failure. This coupled with an offsite disaster/recovery solution that allows us to vitalise any of the key servers when required, meant that any future hardware failures or data loss would not impact on Ethicall’s day to day business.

Since we set up the call centre over two years ago, we are proud to say Ethicall’s uptime has been 99.95%.