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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 in the US. 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.

Centralizing the Desktop Infrastructure for a Multinational Pharmaceutical company - 1

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.

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.

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.

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Background & Challenges

The client is a healthcare multi-national company who manufactures and markets in India and global geographies. The client adopted Anunta’s Desktop as a Service (DaaS) solution for its frontline team and warehouse staff. These DaaS users regularly access virtual desktops from thin client devices to access inventory and other ERP data. The enterprise had elected to maintain a hybrid environment wherein managers use laptops and desktops that are not deployed or maintained by Anunta.

Since the DaaS users accessed via thin clients, their physical devices were tightly controlled and contained minimal functionality; the only purpose of the thin client devices was to access virtual desktops. The physical devices accessed by the managers, however, were based on standard operating systems and were subject to individual anti virus definition updates. Most desktop users do not fully understand the importance of up to date anti virus protection and view it as a nuisance due to the bandwidth necessary to download updates, system update time, and reboot requirements.

Anti virus is a fundamental and basic line of defense to ensure the security of workstations and servers. Failure to properly update internal system can result in the proliferation of viruses, ransomware, malware, trojans, worms, spyware, adware, and other malicious injections.
For example, a user may inadvertently introduce a key logger virus that steals login field entries, opening the door to a breach. Unfortunately, hackers continuously create new and creative viruses that wreak havoc.

A virus infection was found within client’s organization. The ransomware impacted the physical laptops and desktops of the management employees, as well as several virtual desktops.

The physical laptops and desktops took an immense effort for client’s IT team as each device had to be cleaned individually.

What Anunta Did

The DaaS solution for the customer was based on virtualization technology that provided read only virtual desktops and roaming profiles for personalization, i.e., user preferences for background colors, left/right mouse, and more. As part of the virtualization transition, only business critical data was transferred to file shares. Additionally, system hardening was implemented to maximize security and ensure that users were not able to access critical operating system functionality.

Anunta provided its universal anti virus support, including frequent anti virus definition updates. This process consists of updating gold virtual machine images with the latest definitions during maintenance windows. When an update is complete, each gold image is subject to a complete scan and then new virtual machines are provisioned. Any anti virus definition updates that are available in between maintenance windows are applied directly to the read only virtual machine images in order to assure protection during that interim time period.

Where a virus could not be removed on a physical device, restoration from a backup (if one existed) or a completely new installation of the operating system were the only options. This was a time consuming and labor intensive process that for the customer IT team and was frustrating for users.

As virtual machines supporting virtual desktops operate in read only mode, the virus was cleared simply by rebooting and provisioning a new virtual machine.

About 12 users on the compromised virtual machine performed a fresh login and resumed work fully in no time.

Anunta enabled users no data loss and very minimal inconvenience. When users logged off existing virtual desktop sessions, their roaming profiles were updated and propagated to the subsequent virtual desktop sessions.

In comparison, the DaaS environment ransomware infiltration was addressed in about 30 minutes. Anunta’s Technical Support team was able to quickly determine the infected system resource and isolate that virtual machine.

Value Delivered

In the competitive healthcare industry, downtime equates to lost revenue and opportunity. Anunta was able to address the issue and minimize the impact of virus infiltration.

Zero Impact

Zero Impact: Anunta’s fast and efficient solution cut down impact of ransomware infiltration.

0%

Zero downtime and revenue loss: Anunta’s proactive approach avoided the downtime, loss in revenue and opportunity.

30 minutes

30 minutes: Anunta’s DaaS solution allowed the employees to resume work within 30 minutes.

Resolving a major virus infiltration issue was addressed for a key DaaS customer in about 30 minutes, not hours or days. Despite up to date anti virus definitions, users clicked on a virus bearing attachment within a virtual desktop, and the users were advised to simply logoff and login.

– Maneesh Raina, Senior VP Operations, Anunta Tech

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Background & Challenges

The customer is one of the largest multinational utilities companies with presence in the US and the UK. It delivers electricity, natural gas, and clean energy to more than 20 million people through its networks in New York, Massachusetts, and Rhode Island. It is the largest distributor of natural gas in the Northeast and also deliver gas and electricity across Great Britain.

The customer wanted to provide its end-users secure access to business-critical applications and data, but was struggling with the following challenges:
  • The customer was facing productivity loss with the current Virtual machine infrastructure on the legacy Citrix environment.
  • Due to degradation of the VM performance and the service unavailability, the users were unable to perform efficiently.
  • Additionally, the customer wanted to reduce the infrastructure costs as all the users were using dedicated desktops.
  • The customer wanted to provide a secure and scalable solution to their developers and call center users.

What Anunta Did

Anunta designed a cloud hosted desktop solution on Horizon Cloud that would not only transform the way the end-users would access business critical applications but address its security and compliance challenges as well.

The team identified and validated the potential use cases and user profiles. Anunta completed the Azure prerequisite configuration, deployed Horizon Cloud Service POD on the Azure infrastructure. Following this, Windows 10 OS was imported, the base image was fine-tuned for enhanced performance and Workspace One Access, App Volumes and DEM were configured. The images were published for single session and multi session Windows 10. Post user acceptance test, Anunta migrated the users from Citrix environment to Azure environment.

As an extra mile effort Anunta also extended support to the customer’s IT team in incident and problem management

.

Value Delivered

  • The solution provided the users with seamless access to enterprise applications which improved their productivity.
  • The adoption of Cloud desktops on Horizon Cloud on Azure enabled the customer to scale their infrastructure on-demand with ease, resulting in optimal utilization of resources.

30%

The customer was on the verge of decommissioning the project due to frequent issues with the infrastructure. Anunta ensure a stable cloud environment enhancing offshore user productivity by 30%.

50%

Anunta assisted the company in migrating 50% of its offshore users on cloud facilitating smooth adoption and trouble-free transition experience to end users without any business disruption.

30%

The developers and the call center users were successfully and seamlessly migrated to Azure with zero session drops. This allowed the customer to reduce costs on infrastructure by 30% as it enabled the IT team to turn off any unused hosts.

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Background & Challenges

The customer is India’s 4th largest private sector bank with headquarters in Mumbai and pan India presence across all 29 states and 7 Union Territories. The bank is committed to becoming a high quality, customer- centric, service driven, private Indian Bank catering to the future businesses of India. Having adopted international best practices, the highest standards of service quality and operational excellence, the bank offers comprehensive banking and financial solutions to all its valued customers. With a knowledge-driven approach to banking, it offers superior customer experience for its retail, corporate and emerging corporate banking clients.

The bank wanted to implement a Bring Your Own Device (BYOD) policy to provide its end-users with flexible yet secure access to data and core banking applications from anywhere, at any time, on a device of their choice.

However, it had concerns that enabling end-users to access data via devices of their choice would expose confidential corporate and customer data would subject it to litigation issues. Additionally, it was also worried about the availability of core banking applications on end- user devices given that their data connectivity would be at the mercy of their respective network providers.

In its endeavour to implement BYOD, the bank faced the following unique and significant challenges:

  • Security:
    • Allowing employees to get their own devices posed huge risk to the bank’s sensitive corporate data and exposed it to litigation due to intentional/unintentional data breach or data losses. Since data now resides on personal devices, it is susceptible to tampering and manipulation.
    • A stolen device would expose all data on it to the wrongdoers.
    • Virus and malware on the devices could make their way into the corporate data center putting the entire organization’s data at risk.
  • Overall Management: In addition to managing the corporate IT infrastructure, the IT teams would now also have to manage individual user devices as well.
  • Predictable Connectivity: While users would choose to work on their preferred device with internet connectivity, mobile networks themselves behave unpredictably. Without minimum connectivity, business critical apps would perform inconsistently, hampering overall productivity.

What Anunta Did

Anunta had already implemented virtual desktop infrastructure for the banks end-users across all locations successfully. Given its deep domain knowledge of virtualization technologies and longstanding experience in designing, deploying and managing complex large-scale implementations, Anunta designed a Mobility solution for the bank on top of Citrix Enterprise Mobile Management (EMM) solution suite comprising of Mobile Device Management (MDM) and Mobile Application Management (MAM). The EMM solution also enabled the bank to enforce corporate BYOD policy to all such devices ensuring:

  • Centralized Global Security Policy for all personal devices.
  • Centralized Application Management.
  • Increase in a variety of Smartphone OS Adoption.

As a part of the BYOD solution implementation, the bank was also able address other priorities through a host of innovative apps:

AIM Application: used across all branches for opening new customer accounts by keying in basic details and scanning fingerprints.

E-meeting Application: used by senior management for Quarterly Board Meetings. Board members now log in to their customized desktops via standard tablets readied for board meetings.

HCM Application: an HR app that assists in automated daily attendance marking using the geo-fencing feature on employees’ devices.

Value Delivered

  • In case a device is lost/misplaced/stolen, Corporate data and applications can be wiped out as soon as the device is back in network, ensuring complete data security.
  • The Corporate BYOD policy does not allow data and application access to devices that have been ‘rooted’ or ‘jailbroken’– ensuring complete adherence to compliance guidelines.
  • Corporate and personal data are managed separately to ensure that the BYOD policy doesn’t interfere with user privacy.
  • Today, Anunta’s Mobility solution manages over 9,000 mobile users across multiple branches and locations, and a total of over 17,500 users accessing virtual desktops.

60%

The solution allows simplified management of different devices and operating systems (IOS, Android, Knox, Windows) through a single platform, with above 60% incident managed proactively even before the end-users became aware of them, and an incident-to-user ratio of 0.02 as compared to industry average of 0.8 – 1.2.

99.98%

The solution enables users to access Citrix’s dedicated application store where enterprise and public application can be placed as a library. Users now have anytime anywhere secured access to these applications with above 99.98% application availability.

Application

Application delivery became hardware and vendor independent.

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