Background & Challenges
The client is a global business process management company headquartered in Mumbai, India. It has 44,000+ personnel working in 60 “delivery centers” across the world, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Spain, Sri Lanka, Turkey, the United Kingdom, and the United States.
The unprecedented situation worldwide due to COVID-19 had a huge impact on ensuring business continuity, employee productivity, and responding to market needs. The company workforce was unable to access their workstations and provide services to its customers globally. The majority of the contact center employees spread across India and the Philippines were unable to respond to customer calls.
Security: As a Business Process Management company, it was crucial to ensure that the contact center and back-office employees access applications and data in a secure and controlled environment. Due to the ongoing situation and need for remote working, the solution had to meet the stringent security requirements and create a complete data protected environment including “SSL end to end encryption”. It was imperative to ensure that the contact center employees had secure access only to process specific business applications to ensure compliance. Additionally, there was a need to ensure that the solution prevents security breaches and safeguards sensitive customer data and voice applications. It was crucial to follow the norms from DoT (Department of Telecommunications) for voice calls.
Business Continuity: Unlike the usual times, more customers were reaching out to the contact centers with different inquiries for essential services and it compelled to move at extraordinary speed to provide high-quality service to the customers and ensure employee safety at the same time. Based on the urgent business needs, it was vital to adopt a solution that is easily scalable with minimal IT intervention in to accommodate the spike in customer requests and call volumes.
Application Availability: During the crisis with heavy traffic on the contact center, the employees required seamless access to applications from any device to continuously meet customer needs. There was little or no scope of any service disruption to the customer or any other business need. The voice and data applications accessed by the contact center employees had to be available all the time with high performances so that there is no lag or disturbances in the audio at both the ends.
What Anunta Did
As a Microsoft Certified Service provider, Anunta got engaged to provide a scalable and cost-effective desktop solution that could support its employees and enable them to work from home, while ensuring high application availability, high-quality voice calling, and secure work environment. Anunta provided a solution with Microsoft WVD and Citrix Virtual apps for desktop users. We configured the Citrix Virtual Apps and Desktops in Azure for the employees across the two regions.
The back-office users were provisioned on the Microsoft WVD environment to perform their day to day operations. Contact Center users were accessing VDI through Citrix deployed on Azure for taking inbound and outbound calls with complete end to end encryption.
Windows 10 pooled desktop were provisioned for users of both WVD and Citrix, enabling complete isolation between the local desktop environment and virtualized environments, and ensuring no data is stored at the user endpoint. The solution enabled the employees to sign into their designated profiles from anywhere using any device, at any time to perform their designated tasks.
Anunta also provided end to end managed services, including incident management, problem, change, and patch management for the desktop environment that delivered seamless availability of applications by quickly stabilizing the desktop environment. It ensured that all incidents are addressed with the required security patch and updates with minimum disruption to the business meeting all security standards. It took away the burden of day to day management of the IT team and help them to focus on core business activities.
- High Application Availability: The contact center employees were able to access the business applications, especially the voice calling application, seamlessly. The inbound and outbound call quality was high, which enabled the remote working employees to respond to their customer queries without any hassle.
- 24×7 Support: Our round the clock support service provided the contact center employees with quick resolutions to all the user or performance issues that minimized business disruptions during the critical time We provided regular patches, updates, and rollback that ensured consistent performance and security adherence.
- Enhanced Security: Our solution enabled the employees to access data and applications through devices of their choice without compromising on security and compliance.
High Application Availability: The contact center employees were able to access the business applications, especially the voice calling application, seamlessly. The inbound and outbound call quality was high, which enabled the remote working employees to respond to their customer queries without any hassle.
24×7 Support: Our round the clock support service provided the contact center employees with quick resolutions to all the user or performance issues that minimized business disruptions during the critical time We provided regular patches, updates, and rollback that ensured consistent performance and security adherence.
Enhanced Security: Our solution enabled the employees to access data and applications through devices of their choice without compromising on security and compliance.
– CIO, Leading BPM Company.