Apr 14, 2020|

JD Partners with Citrix to Launch Virtual Call Center

by Yuchuan Wang

JD Cloud & AI has partnered with Citrix, a leading American multinational software company, to build a virtual desktop to support JD.com’s over ten thousand customer service employees serving China’s consumers without having to gather in call centers. The project, which began on January 26th, early into the COVID-19 outbreak, was completed in just seven days.

Due to the Lunar New Year holiday, JD’s large call center staff was spread across different regions in China with varying degrees and types of network connection. In building the remote work platform, many factors needed to be considered, such as how to provide remote technical support, how to ensure voice quality, and how to ensure secure data transmission.

The platform leverages JD’s cloud computing technology and Citrix’s leading virtual desktop technology, and enables employees to work remotely from anywhere, using any network and any device.

“As the most important public cloud partner of Citrix in China, we will further collaborate with Citrix to apply virtual desktop products in more industries and provide better services,” said Chen Liu, Vice President at JD Cloud & AI.

In March, Dr. Bowen Zhou, President of JD Cloud & AI told CNBC that JD aims to work with Fortune 500 companies that want to grow their operations in China, as well as help U.S. and European technology companies’ products enter China.