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Background & Challenges

The client is a leading provider of business process solutions to more than 100 global businesses in banking and financial services, healthcare, communications, media and technology, and diversified industries. A global firm, they employ over 28,000 people across US, UK, India, and the Philippines, leveraging their transformational tech-based solutions to simplify complex business processes, elevating customer experience, and creating value across business verticals.

When the client wanted to support new clients for their workflow management and automation solutions, they turned to Anunta to migrate their datacenters and application servers with cost-effectiveness and regulatory compliance at its center.

Anunta conducted a detailed analysis of the client’s IT infrastructure and business requirements and assessed the alternatives before identifying and deploying the ideal solution that mitigated the business challenges.

Cost Optimization: Ensure cost optimization by reducing infrastructural requirements, deploying IT resources optimally and reducing overall capex cost.

Disaster Recovery and Business Continuity: Ensure built-in data backup and recovery in case of a disaster for business continuity, business resilience, and agility.

Regulatory Compliance: Configure an always secure cloud platform that complies with HIPAA regulations and is HI-TRUST certified, eliminating the need to make significant investments to acquire the same for on-prem setup.

Secure Access: Establish a cloud environment to support the varying workforce demands and provide secure access to data, while maximizing the availability and performance of applications.

Virtual Desktop Provider

What Anunta Did

Anunta executed an extensive POC with the client to check the performance and latency of applications, SQL Managed instance, and Horizon VDI. Based on the assessment findings, Anunta executed a customized solution leveraging Azure Cloud. With best-in-class design tenets, Anunta was able to build a highly resilient and scalable computing platform.

Anunta executed a phased migration strategy based on the client’s business requirements and operational necessities. The plan was ideal for large systems involving several applications, reducing the risks of unexpected behavior after migration and ensuring seamless transition. With heavy emphasis on end-user experience, Anunta continually monitored satisfaction scores and implemented mitigating strategies whenever required.

Anunta leverages its state-of-the-art intelligent operations platform to monitor application performance and measure application latency. With a view to ensuring consistent and excellent end user experience, Anunta relies on AI-enabled monitoring of hardware capacity and platform performance to pre-empt challenges and deploy corrective action, greatly reducing ticket volumes.

Day 2 support is provided leveraging Azure Monitor, Azure Loganalytics, and Anunta’s EuVantage.

VDI Provider

Value Delivered

Superior user experience

  • 20% improvement in end user productivity
  • Improved application performance
  • Significant reduction in mean time to issue resolution

Greater IT efficiency

  • 99.99% uptime
  • Lower application latency
  • Significant improvement in application availability

Improved business agility

  • 35% TCO reduction compared to the on-prem environment
  • Enhanced business continuity from automated cloud-based DR
  • Improved industry trust with complete HIPAA and HI-TRUST regulatory compliance
  • Optimized spending on IT infrastructure with pay-as-you-use subscriptions for cloud resources

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Background & Challenges

The client is a large life insurance provider. Established over 25 years ago, this institution delivers a gamut of products through its website and nationwide network of branches, partners, agents, and brokers.

With emphasis on digital transformation to drive innovation in products and service delivery, the client has always been ahead of the technology adoption curve. When it was observed that a highly distributed computing environment was affecting process efficiency and employee experience, the client looked for a next-generation solution that could solve immediate concerns and serve as the backbone for their accelerated growth.

With desktop virtualization under consideration, Anunta stepped in with proven capabilities and demonstrated the versatility of a cloud-hosted computing platform that could help them build a truly people-centric solution, one that could resolve pressing issues and delivered superior benefits.

Performance expectations: Implement high performance, personalized, and latency-reduced virtual desktops for the insurer with high application availability.

Regulatory compliance: Configure the inherent security guardrails of virtualization technology to transition to an always available, always secure, and always compliant desktop infrastructure.

Workforce requirements: Deploy desktop infrastructure with right-sized configurations that would allow to meet fluctuating team sizes and business volumes. Architect Anunta solution on cloud for seamless continuity during unplanned outages.

System management: Leverage inherent UEM capabilities of desktop virtualization so that the IT organization has a single pane of glass view into all end user devices.

Case-study Insurance provider

What Anunta Did

Anunta conducted a comprehensive landscape assessment including analysis of application performance, hardware configuration, user-personas, and review of security policies. Leveraging outcomes of the due diligence, Anunta was able to architect a solution in-line with best-in-class architecture and technology standards. Anunta implemented Citrix XenDesktops on Azure public cloud that can be accessed across branches through thin clients. The network architecture was optimized and use of Azure ExpressRoute was suggested to support seamless branch user connectivity.Anunta first deployed a limited landscape for 200 users on Azure.

Successful implementation of the PoC helped validate the architecture and alleviate concerns around desktop and application performance.

Targeted strategies were implemented for the infrastructure foundation, superior user experience, centralized device management, and secure system access.

Anunta’s AIOps monitoring tool, an intelligent monitoring platform was implemented to pre-empt issues and recommend mitigative action. A design architecture was crystallized based on due-diligence findings and a suitable technology mix was identified. Anunta minimized service disruption with high touch wave-based migration approach, iterative testing, and persistent feedback loops.

Case-study Insurance provider What Anunta Did

Value Delivered

Anunta’s next-generation cloud hosted virtual desktop solution improved the performance of the applications and the productivity of the employees while at the same time providing them superior end-user experience.

Productivity

Improved salesforce productivity due to mobility enablement.

70%

70% reduction in mean time to issue resolution.

Cost Savings

Optimized operational spend on infrastructure with pay-as-you-use subscriptions on Azure.

“We wanted to implement cloud-based solution that could enable anytime, anywhere accessibility of data and applications for our large number of sales-force across branch locations in India. Anunta’s innovative EUC solution implementation on Azure Cloud enabled us to adopt secure cloud hosted desktops and has resulted in significantly enhanced end-user productivity, reduced power consumption.”

– SVP IT, Leading Life Insurance Company

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Background & Challenges

The customer is globally renowned company with a massive portfolio of Consumer Products, Luminaires, and EPC (Illumination, Transmission Towers and Power Distribution). It has 18 branch offices and 468 consumer care centers, spread in different parts of their country besides being supported by a chain of Dealers and Distributors across the country.

The company was looking at overhauling its distributed IT infrastructure spread across all of its branch offices to a centralized virtual infrastructure in order to improve end-user experience, simplify IT management while reducing the cost of application delivery.

Given the distributed nature of the existing IT infrastructure, the company was facing the following challenges:

  • Poor application availability: The existing application availability stood at a meagre 90%.
  • Tedious IT management: IT teams were facing difficulties while managing network issues, server errors, misconfigurations, hard-disk failures, virus attacks. Incident-to-user ratios were at an all-time high of 1.2 -2 per user/month.
  • Poor end-user experience: End-users experiences frequent downtime and system crashes causing data loss. Additionally, they also encountered difficulties logging into systems due to weekend maintenance schedules.
  • Technical expertise: Centralization of the IT department, changing pace of desktop technology, end-user computing devices, security policy implementation, standardization of operating systems and, backing up of end point devices were additional challenges faced by the company due to lack of skilled in-house resources.
Case study Consumer Electronics

What Anunta Did

Unlike most solutions that begins at the datacenter and makes its way to the end-user level, Anunta designed an HVD-HSD solution that began at the end-user level and reverse engineered the architecture to implemented an IT infrastructure that is measurable and enforceable from an end-user SLA standpoint.

As a part of the onboarding process, end-user profiling was done at multiple levels to determine user application usage, user customization needs, types of applications that need to be delivered, and most importantly the productivity needed from each user group.

Basis this research, Anunta sized datacenter requirements, application architecture dependencies, compliance and security, and management tools. It developed an application delivery architecture that took into account the type of access and the amount of storage required by different user groups. This ensured that task users got the right-sized CPU and high-end users got a fair share of the computing power without comprising on application performance. This also ensured that each user group had access only to necessary applications and resolved compliance issues.

Mobile users were provided with secure gateway options, enabling them to access their systems seamlessly. The senior management was provided with dedicated hosted virtual desktops that allowed room for customization basis their specific requirements. Anunta deployed its proprietary monitoring platform that identified how applications were behaving at the end-user terminal and generated alerts for aberrations,
if any.

Beginning with an initial 300 users, Anunta eventually facilitated large scale adoption of close to 1,800 end-users.

Case study Consumer Electronics
Further, Anunta’s also provided the company with Managed Services through a core support team, comprising of an end-user experience management team and a service assurance & customer experience management team.

Value Delivered

Anunta’s VDI solution improved the productivity of 99% of the users while at the same time providing them superior end-user experience.

15%

15% reduction in the cost of application delivery per user per month.

70%

70% issues are now predicted and prevented even before they impact the end-user.

99.99%

99.99% application availability resulting in significantly improved end-user experience and productivity.

Since bringing Anunta on board, our end-user experience has greatly improved. The Anunta team’s speed of response, proactive management approach and depth of technical knowledge has given us the confidence to fast track our project and explore how we can expand our partnership.

– President and CIO, Global electronics company

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Background & Challenges

The customer is a leading provider of customized Business Process Management (BPM) services, helping some of the largest names in the US healthcare domain.
Established 20 years ago, the firm has clients across industries and presence in India, US, UK, and the Philippines. It delivers transformational solutions that reimagine business processes, improve efficiencies, deliver deeper insights, and superior outcomes. When part of the infrastructure supporting their US healthcare operations was at the end of lease and nearing a refresh cycle

the client looked to Anunta in building a new environment that would enable improved user experiences in a seamless and scalable environment.

With extensive knowledge of the client’s IT landscape and technological prowess, Anunta assessed several alternatives and implemented a right fit solution that delivered superior user experience and high performance in a secure and compliant manner. Anunta executed a seamless transition of the computing environment for over 2500 users while being fully cognizant of some key business considerations.

  • Ensure environment compliance with HIPAA regulations and HITRUST certification, and establish secure access modes.
  • Implement performance validated, latency free virtual desktops for the client’s agent workforce.
  • Architect a scalable and resilient platform that enables secure home and hospital access and improves workforce agility.
  • Build a future ready desktop platform on the latest technology to improve service delivery and support new growth trajectories.
Creating a next-gen digital workplace for a Healthcare Business Process Management Services provider

What Anunta Did

Anunta comprehensively performed a platform assessment including analysis of application performance, hardware configurations, and user landscape. A parallel deployment of architected foundation and iterative testing was completed followed by high touch wave based migrations to mitigate risks.

Anunta established a greenfield cloud foundation for VMware cloud on AWS, right sizing of instances, and VPN configuration for enhanced user experience and secure access for superior platform performance.

Creating a next-gen digital workplace for a Healthcare Business Process Management Services provider
Anunta established a greenfield cloud foundation for VMware cloud on AWS, right sizing of instances, and VPN configuration

Value Delivered

Anunta’s solution using VMware Cloud on AWS helped the customer seamlessly migrate their users to the new environment and save considerable effort on facility set-up and maintenance.

20%

Improvement in agent productivity due to significant reduction in mean time to issue resolution.

35%

Total Cost of Ownership (TCO) reduction compared to the on premise environment.

Reduced OpEx

Optimized spending on computing infrastructure with pay as you use subscriptions for cloud resources.

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Background & Challenges

The client is a 65 year old chain of radiology centers having branches at 32 locations. This chain revolutionized radiology delivery by providing patients their diagnostic reports delivered within 24 hours of a test.

Radiologists rely on high performance hardware and applications like the picture archiving and communication system (PACS) to deliver accurate diagnosis.

However, this meant that radiologists had to be always in proximity to such hardware, limiting their mobility.

While the client considered options that could deliver device mobility, apprehensions around application performance and data security needed to be addressed. Anunta demonstrated the versatility of desktop virtualization technology that could help deliver immediate benefits and created a customized solution that would deliver superior all-round performance based on end user requirements. The technology had to deliver on the following objectives.

Performance expectations: Provide device and location agnostic high-performance computing for medical imaging and processing applications.

Regulatory Compliance: Leverage the inherent security guardrails of virtualization technology to transition to an always available, always secure, and HIPAA compliant desktop infrastructure.

Workforce requirements: Design architecture that can scale to meet performance demands and provide peripheral access across discrete end points.

Enabling Device Mobility for a Leading US Diagnostic Chain

What Anunta Did

Anunta assessed the hardware performance, application benchmarking, and persona analysis to feed into crystallizing a platform architecture and technology mix. A high touch wave based migration approach was deployed with persistent feedback loops to preempt performance gaps resulting in minimal routine disruption. Anunta implemented a designed architecture for the infrastructure foundation, seamless application delivery, superior user experience, and device mobility with continuous performance monitoring and optimization loops. An intelligent monitoring platform backed by Anunta’s AIOps monitoring tool was installed to preempt issues and recommend mitigation.

Enabling Device Mobility for a Leading US Diagnostic Chain
A high touch wave based migration approach was deployed with persistent feedback loops to preempt performance gaps resulting in minimal routine disruption.

Value Delivered

Productivity

Better user productivity: Implementation of device mobility for radiologists resulting in faster diagnoses and better quality of care and improved application performance.

Efficiency

Boost IT efficiency: Simplified and Centralized management due to lesser components and discrete end user devices.

Security

Improved Security: HIPAA compliance and improved security posture from secure system access and minimized data loss.

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Background & Challenges

The client is a large pharmaceutical company established over 50 years ago with presence across the US and Europe.

As the firm grew, consolidations and mergers resulted in fragmentation of the IT landscape across locations and business units.

The non-centralized nature of the environment was hindering seamless workspace access and streamlined application delivery.

The client looked to a partner with proven credentials to build a new environment that could centralize the desktop infrastructure. Anunta stepped in and built a customized solution that helped solve immediate concerns and deliver superior benefits.

Performance expectations: Deliver secure access to business applications and establish consistent device and location agnostic platform performance.

Security Enforcement: Leverage the inherent security guardrails of virtualization technology to deploy an always available, always secure, and always compliant desktop infrastructure.

Workforce requirements: Implement architecture with right capacity provisioning and configure native services for the simplification of platform access.

System management: Redeployment of virtual desktop infrastructure to replace the existing fragmented environment, centralize hosting and application delivery.

Case-study Desktop Infrastructure

What Anunta Did

Anunta executed VMware Horizon implementation on premise with a mix of dedicated and floating pools of Windows 10 virtual desktops. The hardware and connection server configurations were also optimized for performance demands, user authentication.

We deployed logically separated network for the new environment on which all virtual desktops were hosted. Robust network configuration and unified access gateway (UAG) deployment ensured secure device agnostic external access.

Anunta configured Horizon View Client as the primary user access mode with browser access enabled for additional flexibility. Workspace ONE Access enabled a secure, simplified mode of platform and application access. Configured linked clones and instant clones for rapid desktop replication. Horizon View Composer configured for centralized desktop pool management.

Iterative testing of the new environment was carried out followed by a high touch, phased transition for 465 users with persistent feedback loops for minimal service disruption. Anunta implemented its state-of-the-art intelligent operations platform, EuVantage, to ensure superior user experiences, proactive hardware monitoring and MTTR reduction

Centralizing the Desktop Infrastructure for a Multinational Pharmaceutical company - Anunta Case Study
We deployed logically separated network for the new environment on which all virtual desktops were hosted.

Value Delivered

Productivity

Better user productivity: Reduced application log on times due to SSO implementation and unified platform access.

Reduced Costs

Lower IT overhead due to centralized management of virtual desktop pools.

Security

Improved security posture from secure system access and elimination of distributed platforms.

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Background & Challenges

The customer is a leading provider of customized business services across the globe has been connecting customers with the world’s most successful companies. They are committed to delivering a global network of talents, competencies, and assets. Their services help improve customer experiences by making each customer interaction simpler, faster, safer, and more cost-effective.

The Business Process Management company was establishing a workforce as ‘Work at Home Agents’ and wanted a VDI solution that could enable work from home. With the sudden outbreak of COVID-19, the contact center was experiencing huge volume of customer requests for different essential services.

It became an absolute necessity to quickly roll out the ‘Work from Home’ solution for the work at home agents and office employees with high application availability, high-quality voice calling, and secure work environment.

Anunta already engaged with the client IT team in designing a work from home solution, recommended a cost-effective and easily deployable solution, and implemented it for 6000+ users during the pandemic.

Business Agility and Continuity: To deal with the day-to-day management of the crisis, the company wanted a resilient framework to move faster while protecting the employees and customer interest. With massive traffic on the contact center, enabling maximum work from home was the only way to protect the well-being of the interaction experts, and ensure business continuity. The work from home solution had to be quickly set-up to accommodate the spike in customer requests and call volumes.

Information Security: As a Business Process Management company, it was crucial to ensure that the work from home agents 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 security protocols and create a complete data protected environment including “SSL end to end encryption”. It was imperative to ensure that the 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 applications.

High dependency on Application Availability: With the changing work environment, dependency on virtual teams and remote resources was heavily increasing. Due to the heavy traffic on the contact center, the interaction experts required seamless access to applications from any device to minimize service disruptions. The voice and data applications accessed by the remote employees had to be available all the time with high performance so that there is no lag or disturbances in the audio at both ends.

Case-study Business Solution What Anunta Did

What Anunta Did

The client engaged Anunta to provide a cost-effective and scalable Virtual Desktop solution that could support its employees and enable them to work from home while ensuring high application availability with a secure work environment.

Anunta provided a solution with Microsoft WVD for 6000+ desktop users with a concurrency of 4000-5000 users.

The back-office users were provisioned with the Microsoft WVD environment to perform their day to day operations. The interaction experts were accessing VDI through Microsoft WVD SaaS portal for accessing the in house and client-hosted Voice solution on Azure for taking inbound and outbound calls with complete end to end encryption. The interaction experts are accessing chat and emails to support large enterprise-based E-Commerce Domestic and International end customers.

Windows shared with multisession and pooled desktop were provisioned for users with Microsoft WVD enabling complete isolation between the local desktop environment and virtualized environment 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.

The contact center users are provisioned with Windows 10 multisession in the WVD environment.

Anunta also provided managed services, including incident management, problem, change, and patch management, for the desktop environment, which helped the IT team focus on core business activities.

Case-study Business Solution What Anunta Did
Anunta provided a solution with Microsoft WVD for 6000+ desktop users with a concurrency of 4000-5000 users.

Value Delivered

Anunta’s solution helped the client enable business continuity at a minimal cost and enhanced security without any business disruption.

Scalability

The solution was easily scalable, ensuring employee safety and quick response to the spiking demand. The client was quickly able to onboard more than 6000+ users within a short period.

High Quality

The interaction experts were able to handle the increased demand and deliver high-quality service to the customers with seamless access to business applications, especially the voice calling application.

Security

Employees could access data and applications through devices of their choice, maintaining complete security protocols.