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In the past, sales representatives who work at Dell call centers used as many as 40 different information systems to understand customers and meet their needs, which limited their ability to deliver an optimal customer experience. To address that challenge, Dell built the Integrated Dell Desktop (IDD), a smart client solution based on Microsoft software. IDD provides everything that Dell sales representatives need to assist customers and sell the company's products within a single, easy-to-use desktop application - one designed from the ground up to support the sales process and optimize call center operations.

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