Page 571 - Cloud computing: From paradigm to operation

XaaS 3

Table III.2 – Customer service call centre

Legend Use case

Use case title Customer service call centre
Use case Virtual desktop pool supports distributed deployment model and can be deployed in the cloud
description computing infrastructure as a service (IaaS) resource pool with the dynamic stretching of
resources.
By adopting cloud computing technology (virtualization, distributed computing and storage,
cluster, etc.) to consolidate queuing resource and desktop resources, unified phone call
dispatching and delivery and maintenance of the desktop can be achieved in an intensive way.
High-level figure
describing the use
case

Derived – Unified management interface
requirements – Automated scriptable management interface
– Diversity of DaaS client

Table III.3 – Scenario of DaaS user

Legend Use case

Use case title Scenario of DaaS user
Use case Scenario of DaaS user is driven by a specific class of user. Common user types that benefit
description from DaaS are mobile workers, task workers (such as factory floor and call centre workers),
contractor/offshore workers, and remote workers in branch offices.
• Mobile workers: If an organization needs to support employees who are mobile, work from
home or work from the road, a DaaS solution can enable employee productivity anywhere
and increase effective user collaboration without compromising security. DaaS can offer
secure access to desktops and applications over low-bandwidth connections without
requiring new applications to be distributed to DaaS users. Employees will see a consistent
set of applications and can access their own data regardless of location. If employees need
access to a comprehensive desktop experience, they can be assigned a personal virtual
desktop within the confines of the corporate data centre. This improves the DaaS offering
available to users while keeping the environment securely managed. With the wide
adoption of third-generation (3G) wireless networks, users are even more capable of
experiencing a full-fidelity desktop remotely.

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