Case Study

Delivering process efficiency for a bank’s Contact Center

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Background & Challenges

India’s 4th largest private sector bank wanted to adopt desktop virtualization technology in its customer contact center to:

  • Simplify IT management
  • Make IT more agile
  • Increase security

The bank’s 300-seat customer contact center handled both inbound and outbound calls and covered a wide range of processes related to customer relationship management.

Additionally the existing VoIP systems were proving unreliable causing delays – especially at peak times resulting in brownouts & blackouts on WANs, unpredictable performance over Internet connections, WAN services with inadequate queuing discipline constricting resources available to calls, due to network path misallocation, slow update loading leading to delays in customer processing, poor service reliability in high traffic and frequent system hangs & call-drops.

Designing virtual desktops for contact centers, is challenging since voice & data applications must be delivered with high availability and performance at end user in a manner such that the virtualized image on screen and voice packet are in sync without any lag.

A virtual desktop infrastructure (VDI) works by hosting a desktop operating system, within a virtual machine, running on a central server. This provides significant efficiency advantages over physical desktops. It reduces the hardware footprint, provides greater IT control and simplifies management.

However, creating high performing virtual desktop environments has challenges. Voice travels through two networks – EPABX to Virtual desktop and from Virtual desktop to client. The additional processing on the voice packet makes it heavier and introduces a lag in transmission.

This can lead to additional problems:

  • Problems in maintaining HQ service
  • Inconsistent audio quality
  • High fixed costs
Our challenge was to create effective continuity plans, while ensuring appropriate segregation of voice & data paths on the same endpoint.

What Anunta Did

Deriving from its deep domain expertise in virtualization, Anunta devised a virtualized environment that integrated voice and data capability while providing high availability and improved user experience at lower costs.

Application Delivery as a Service (ADaaS®) where Anunta takes complete accountability of design, build, migrate and on-going management of the HSD-HVD infrastructure also successfully fixed legacy issues related to network management.

Anunta created customized, centralised HSD profiles alongside the voice infrastructure such that HSD profiles were accessed from the same terminal where voice calls were answered leaving call flow unaltered.

Further, Anunta fine-tuned the network and policies to ensure voice and data were delivered seamlessly and in sync through virtual desktops while setting the Quality of Service for VDI traffic.

Soft-phone installed natively at the Linux-based endpoint as opposed to physical phones used in the earlier set up – reducing device procurement and maintenance costs.

Value Delivered

  • Since applications and virtual desktops resided on same back end network, throughput and performance was enhanced.
  • End to end network management by Anunta ensured 20-30% bandwidth optimisation, high quality of service, improved productivity and user satisfaction.

Virtual Desktop

The bank was able to transition 300-seater call center to a virtual desktop environment which simplified IT operations & management.

Saved Capex

Saved capex since soft phones were installed.

Reliability

Resolved data-lags and reliability even during peak hours.

Anunta surpassed expectations on every front not only demonstrating that integrated voice and data deliver can be achieved in a virtual desktop environment but also reduced capex and resolved issues of peak hour quality of service

– VP, IT Services.

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Anunta is a highly specialized cloud services company, focused on end-user experience management in enterprise environments. Since our inception in 2012, we have been guided by a single overarching mission – to help enterprises move to new generation End-User Computing (EUC) environments and to manage them in a way that puts end-user experience at the center of everything.

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