Simplifying Business Continuity & Resiliency for a Global BPM Provider

Client Profile

A leading global provider of customized Business Process Management (BPM) services, serving over 100 leading brands across the US, the UK, India, and the Philippines. They specialize in delivering transformational solutions to enhance efficiency, insights, and outcomes for their clients. 

Challenges

• Security: Meeting stringent security requirements of offshore clients, including preventing screen capture and ensuring data protection in a work-from-home environment. Granting end-users access only to profile-specific business applications for compliance and productivity. 
• Application Availability: Ensuring reliable delivery of business applications over the internet and secure, high-quality voice calls. 
• Remote Support: Implementing 24×7 remote IT support for end-users across all geographic locations. 

Anunta’s Solution

 Anunta architected and implemented a secure Hosted Virtual Desktop environment on high-density, high-availability servers, incorporating the following key elements: 

• Hosted Virtual Desktops: Configured with the company’s Group Policy settings inherited from Microsoft Active Directory to enable role-based access to business applications from remote locations. 
• Optimized Application Delivery: Developed an application delivery infrastructure utilizing a state-of-the-art display protocol to ensure a high-quality end-user experience. 
• Secure VPN: Implemented a clearly segmented three-factor authentication VPN to securely handle data, storage, and voice, restricting communication post-connection establishment. 
• Integrated Voice Solution: Configured voice clients mapped to user PSTN numbers within the hosted desktops, connected to customer-owned voice switches. 
• Seamless Onboarding and UAT: Onboarded work-from-home end-users onto the new infrastructure and conducted thorough User Acceptance Testing (UAT) for end-user experience and application performance. 
• Proactive Monitoring: Provided Smart Monitoring and a dedicated remote infrastructure monitoring team for proactive issue identification and resolution. 
• Scalable Adoption: Facilitated the large-scale adoption of the new infrastructure for all work-from-home end-users. 

Key Benefits

• Enhanced IT Support: Achieved increased efficiency in IT support with improved visibility into application delivery across both on-premises and remote users. Smart Monitoring enabled proactive and faster issue resolution. 
• Increased End-User Flexibility: Enabled 200+ users in the UK to securely connect to their virtual desktops from home. 
• Significant Cost Reduction: Realized a 30% reduction in Capital Expenditure (Capex) due to the new virtualized infrastructure. 
• Improved Application Availability: Achieved 99.98% application availability, resulting in seamless access to business applications for remote users, leading to improved end-user satisfaction and productivity.