Simple Distributed Architectures for Call Centers using Glassware 2.0, V3 Desktop Cloud Orchestrator and SnapCLOUD

We recently shared one of our successes with a call center customer Surpass LLC. I wanted to shed some light on how our combined products and technologies deliver solutions which have never before been seen and create value which any customer can benefit from. Here is what we were trying to achieve together:

  • Multi-site management and deployment of a virtual desktop solution to replace physical PCs
  • Outperform the comparable physical PCs
  • Allow for existing support and IT to support the new solution without needing specialized knowledge typically needed for Virtualized solutions
  • Come in at a cost per virtual user lower than the comparable PC based solution

We suggested that we had a building block which in addition to being very simple could scale as needed and achieve all of those goals. To that end, we proposed drop in appliances (V3 and Glassware G Series) on premise to deliver desktops and applications and our SnapCLOUD storage solution in Azure for user and application data. V3 and Glassware G Series are used locally at each location. Local usage guarantees performance that is better than what would be achieved from a physical desktop.

Our solution is unique in the industry. Other virtual desktop solutions (whether hyperconverged or not) cannot do multi-site solutions because they cannot adequately handle failover to another location. When a competitor’s box goes down, it fails over to another box in the same location. Both V3, using Desktop Cloud Orchestrator™, and Glassware G Series can fail over to another location. Here is how our competitors’ multi-site architecture compares to ours.

As you can see, our competitors require over 2x the appliances at each location in order to provide redundancy. Since our appliances fail over from location to location, our architecture leverages its distributed nature to provide reliability. The difference becomes even starker when you add sites. Our competitors continue to add hardware at over double our rate, the management becomes even more complex and redundancy is only at the site level. Using the Sphere 3D architecture the more sites you have, the safer and more reliable the total solution becomes. For example a 4 site deployment would have a 300% redundancy.

Virtual Desktops have many advantages performance wise, however, when as many as 150 people are using the same application at the same time, you consume as much computing power as 150 physical desktops. Glassware 2.0 delivered from a G-Series appliance solves this problem. By containerizing the applications used by the call center and effectively virtualizing the OS and leveraging the underlying kernel, (so effectively all users share a portion of one OS) we are able to achieve significant efficiencies of scale; unlike a hypervisor which virtualizes the hardware. In addition, the reliability of the total solution grows because we have removed complexity (149 OSs and the attendant CPUs, RAM, storage and management overhead) from the system.

Finally, all these users need to share files and other user and applications data. Here we deliver SnapCLOUD which functions as a Network Attached Storage network in the Microsoft Azure cloud. An administrator can treat SnapCLOUD just like they would a full enterprise level storage solution on premise by allowing access (or denying it) to shared drives or storage volumes for all the users. Our SnapCLOUD for storage allows customers to pay only for the storage they use, which naturally reduces cost. In addition, not requiring near-line access to storage frees up much of the management overhead and complexities of a multi-site delivered solution.

This distributed architecture approach solved the needs for 2 sites however should you add additional sites, it is even more impressive. We can just ship a VMWare powered V3 and a Glassware G Series appliance for each new site. It will take an IT person who had previously managed physical desktops an hour or so to integrate them using Desktop Cloud Orchestrator. Then it’ll take another half hour to provide SnapCLOUD to all the users in the new location. Done.