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Use Case Remote Call Center Powered by Citrix

Call Center Resilience: A Citrix Case Study

Success story: How Citrix Tech Support Enacted
Its Business Continuity Strategy

During the COVID 19 pandemic, Citrix has a dedicated technical Citrix Workspace also provides
Citrix continues to provide support team in APJ consisting team members the access Internet
Asia Pacific / Japan (APJ) of escalation engineers, front to the lab, which is used to
tech support operations to its line engineers, and other recreate customer scenarios and Remote Call
customers by activating Citrix essential business resources reproduce their issues. Center Worker Cloud
BCP with little/no disruption. who work with customers
As Citrix Workspace is the across the region. For the day- As a result, speedy case
primary tool used by the to-day operations, the team resolution with calls addressed
team at work, team members assists customers in opening versus closed at almost the Public Cloud
continue to have seamless and handling support tickets same rate and call volume
access to critical applications and escalate cases as needed. remains the same. Employee
securely as well as soft phones They work with the product productivity is maintained at the SD-WAN Citrix Citrix
for call routing, while working management team to ensure same level as collaboration on 110 SIA Analytics Applications
from home. that customers are kept in the issues is possible. The NPS score Data Center
loop and that issues are stands steady while employee
resolved quickly; and tickets physical and emotional stress are
are closed after. minimized. It’s Business as usual
and this has been made possible
by Citrix Workspace solutions.

• Internet Traffic inspected via Citrix SIA

• Full visibility to application/network/security performance
Packages • Excellent user experience powered by Citrix HDX

BASIC • Citrix Virtual Apps & Desktop / Citrix Virtual Apps & Desktops Services – • Redundant internet connection
Secure delivery of Windows applications to any device

STANDARD • Citrix Virtual Apps & Desktop / Citrix Virtual Apps & Desktops Services –
Secure delivery of Windows applications to any device
• Secure Internet Access – Cloud based security without backhauling
through the datacentre

PREMIUM • Citrix Virtual Apps & Desktop / Citrix Virtual Apps & Desktops Services -
Secure delivery of Windows applications to any device
• Secure Internet Access – Cloud based security without backhauling
through the datacentre
• SD-WAN – Secure redundant links that reduce the number of call or
application dropouts

CITRIX SCENARIOS SELLING KIT 5 5