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Computers and TechnologyFeatured

Why BPO’s need VDI ?

Many industries around the world have adopted BPO, which is also known as Business Process Outsourcing. BPO (Business Process Outsourcing) refers to outsourcing one or more IT-related tasks to a third-party cloud service provider. In this arrangement, the provider is responsible for managing and maintaining processes. It does this while also catering to the needs of the industry now and then.

Recently, the BPO sector has greatly diversified to take over operations both in the front and back offices. Although this happened gradually, the process sped up only over the last couple of years to accommodate the effects of the pandemic. The trend has only grown since then. BPO is now a necessary business process in several areas: customer care, human resources, accounting, and finance, to name just a few.

The gradual transformation within the BPO industry is proof of something bigger. It testifies to how change and diversification within the global business landscape impact how businesses are conducted today. By and large, most companies have reaped the benefits of transferring some processes to an external provider. This practice has helped them stay productive by keeping the focus on core business verticals.

The BPO industry has witnessed a constant rise in significance due to this factor alone. But there is still room for improvement. BPO requires an enhancement to streamline services, reduce overhead costs, and customize processes per business needs. One tool that the sector uses for these purposes is VDI (Virtual Desktop Infrastructure). VDI is known as DaaS or Desktop as a Service when outsourced to a cloud service provider.

So, what is DaaS?  

DaaS or Desktop as a Service is a managed service that provides a virtual desktop infrastructure to host virtual desktops on remote servers. A virtualized desktop environment can provide an adequate substitute for an expensive and elaborate physical desktop system. Today, many DaaS providers exist in the market to provide virtual desktops as part of a managed service.

Virtual desktops are an extremely affordable option that can boost the performance of the BPO unnecessary IT hassles. The following are some desktop-as-a-service benefits that drive the growing adoption of DaaS among BPOs:

  1. DaaS is Scalable  

A physical desktop system can frequently face issues related to hardware. Moreover, an on-premise VDI can only deliver a certain number of desktops with preset configurations at any time.

It causes problems for the BPO industry, which must rely on new and evolving software to stay up to date. If BPO were solely based on physical desktops, such evolution would warrant expensive hardware upgrades on a regular basis. Server specifications such as storage upgrades can also significantly run up costs.

Thanks to DaaS, the BPO industry now has access to high-performance virtual desktops that are also instantly scalable. These desktops are designed to respond to real-time demands in workload and do not need hardware replacement for software upgrades.

  1.  Remote Working-friendly 

DaaS-enabled virtual desktops allow employees to work from remote locations. Since virtual desktops are hosted on the cloud, they can be availed from end-user devices located anywhere in the world.

This feature greatly benefits the BPO industry as it hires remote workers worldwide. Desktop as a Service delivers virtual desktops configured as per specific requirements, and employees can easily access them irrespective of location. In-office and out-of-office employees can work on virtual desktops using a laptop, tablet, or smartphone.

The ability to work from home is also a popular employee-friendly policy that drives productivity in this sector. DaaS ensures that working from home is an incentive rather than a hindrance.

  1. DaaS is budget-friendly 

Like other sectors, budget is a serious consideration for the BPO industry. The industry aims to operate cost-effectively over various IT, healthcare, accounting, and customer service operations. Desktop as a Service is a no-brainer that comes to the aid of the BPO industry in its attempt to save costs.

The BPO workforce is often required to work on multiple processes or workloads simultaneously. Each of these workloads or processes has a budget in tune with the amount of workforce and other considerations. No matter the process, some costs can be eliminated with the help of DaaS-enabled virtual desktops.

In particular, IT costs are a constant headache for the BPO industry. IT-related costs can range from set-up and hiring to maintenance and upgradation of equipment and personnel. Keeping an in-house team is often indispensable and substantially adds to the overall cost.

DaaS-enabled virtual desktops can eliminate IT-related costs. A third-party cloud service provider s instead responsible for delivering and managing virtual desktops as part of a managed service. Accordingly, virtual desktops do not need an in-house IT team for maintenance and upgradation.

  1. DaaS is the ultimate in Data Security 

The BPO industry is a probe into growing security concerns. As a partner responsible for a client’s business processes, BPO must take utmost care while handling client data. Handling sensitive information is often part of managing many business processes. Such information can range from confidential patient information and business data sheets to transaction invoices and a customer’s personal information.

The storage of confidential data is vital to the BPO industry, as storing locally on physical desktop systems can pose a security risk. Physical desktops are prone to some hazards, including malfunctioning, and such incidents greatly increase the risk of data loss or corruption. While data backup on local servers is a common practice, it takes up much physical space and easily leads to more hardware-related issues.

DaaS-enabled virtual desktops store all data and applications on cloud servers in isolated data centers. It means device loss or corruption cannot affect the integrity of data or data storage. As end-user devices can only access the virtual desktops and not control them, data remains secure at all times.

Besides, third-party cloud service providers deploy industry-leading safeguards to prevent unauthorized access and ensure the safe storage of data. Such safeguards include security best practices like antivirus software, firewalls, data encryption, multi-factor authentication, and Intrusion Detection and Prevention Systems (IDPs).

Finally, DaaS enables the activation of Business Continuity and Disaster Recovery (BCDR) protocols to stow away and restore data in the wake of disruptive events such as fires and natural disasters.

  1. DaaS is a 24X7 service 

The BPO industry must operate every day of the year to cater to customer-centric needs. In healthcare and customer-service spaces, call process outsourcing demands 24X7 availability of information and personnel. Round-the-clock call-center operations are the key to optimal customer service.

Accordingly, the provider’s IT team must remain available at all times. Issues, including call drops and system crashes, plague the BPO industry. An agile IT team ensures these issues are identified and resolved in real-time.

A 24X7 in-house IT team can significantly drive up operational expenditure. DaaS ensures complete IT outsourcing that provides round-the-clock support in addition to handling deployment, management, and regular upgrades.


Today, BPO is one of the significant worldwide industries. But the one thing it regularly faces is IT bottlenecks originating from hardware-related issues. DaaS-enabled virtual desktops can mitigate these issues by outsourcing IT and making businesses agile. DaaS is the number one IT solution for boosting flexibility, mobility, and productivity in the BPO industry.  Nowadays every industry whether IT or BPO is deploying VDI solutions.



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