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Background & Challenges

The customer is a global leader in business process management (BPM) with 42000+ employees across 72 delivery centers in seven countries. The customer focuses on optimizing the customer experience lifecycle by combining technology-powered services in automation, analytics, and digital.

The customer was struggling to provide seamless accessibility to enterprise applications due to the impact of pandemic as its workforce were forced to work from home.

The customer wanted to add 5000 new users to remote working environment across multiple geographies but was struggling with the following challenges:

  • Existing IT infrastructure was not equipped for remote working environment.
  • Ensuring business continuity for distributed workforce and minimizing the impact on productivity.
  • Setting up a new VDI environment for additional users in one of the business hubs in the Philippines for remote working.
  • Rapid scalability issues in the existing cloud infrastructure which was unable to scale beyond 500 users.
  • Reducing costs associated with adoption of secure, stable and scalable cloud desktop solution.
Case-study global BPM Background Challenges

What Anunta Did

Anunta helped customer in transitioning from existing infrastructure to VMware Horizon on Azure – from on-premises (Philippines), IBM SoftLayer (Canada) and Citrix Cloud (India) to Horizon Cloud on Azure. The custom Horizon Cloud infrastructures and respective DR set-ups were created for the three geographies in less than 24 hours and the business continuity sites were set up with multiple VPN connectivity to physical datacenters to improve voice quality, which was not in place earlier. Anunta built the new Microsoft Azure Subscription from ground Zero and integrated VMware Horizon Cloud thus migrating from IBM SoftLayer Cloud in Canada. The migration of 800 users was smoothly completed from windows roaming profile to VMware DEM. Post business sign off, the customer also added 500 users during Thanksgiving and Christmas 2020. The migration was carried out in phases starting with Canada and Philippines and India subsequently.

Anunta helped the customer migrate more than 5000 new users to Horizon Cloud for remote working in less than a week in the three geographies.

The success of the engagement led to multiple new engagements with the customer for their US and Jamaica regions.

Case-study global BPM What Anunta Did

Value Delivered

Anunta’s solution allowed users to seamlessly access the enterprise applications from their homes, with the same experience as in office premises. By adding predefined settings for voice application on cloud, the voice quality improved resulting in enhanced customer service experience. Effectively demonstration of high business value offered by Horizon on Azure value led to moving away from Citrix infrastructure.


The employees’ performance and productivity were increased by 50% as they were able to connect from home with no voice related issues or performance lag.


The solution allowed customer to save 25% on costs associated with cloud adoption.

< 1 Week

The customer was able to onboard 5000+ users to cloud within 1 week.

“As a business process management services provider, our employees, clients and their customers are at the heart of everything we do. The COVID-19 pandemic brought with it many challenges for the world and businesses. Our objective was to continue high-quality customer delivery and satisfaction while keeping our employees’ safety in mind. Anunta helped us ensure business continuity by migrating our workloads to a safe and scalable remote working model using VMware Horizon on Azure, while providing our employees secure access and seamless availability of the work environment and enhancing their productivity.”

President & Global CTO – Global BPM Service Provider

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Background & Challenges

The customer is a leading provider of customized Business Process Management (BPM) services and are trusted custodians and long-term partners to 100+ leading brands with presence in the US, the UK, India and the Philippines. It specializes in helping customers stay ahead of the curve through transformational solutions in order to reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes.

The BPM provider wanted to adopt public cloud and move some of the user workloads from on-premises to cloud for its users connecting from home and hospital network but were facing the following challenges:
  • The customer had datacenters at Louisville, Lyndon, and Colorado in the US hosting VDI and Server infrastructure and accessed by 2,500 users in the Healthcare and Mortgage domains with a peak concurrency of 890 users.
  • The maintenance and management of this distributed and legacy infrastructure was tedious, time-consuming, and expensive
  • The data centers had space constraints and the customer wanted to do an infrastructure and technology refresh for their data centers
  • Accessing the heavy business applications over the existing network clogged bandwidth
  • The existing on-premise setup required heavy maintenance for business continuity activities and was not HIPAA compliant.
  • The client had to make significant investments to obtain the healthcare regulatory compliance certification.
Case-study Cloud-Migration Background Challenges

What Anunta Did

Anunta recommended VMware Cloud on AWS and architected a secure end-to-end managed cloud desktop solution as the customer was already using VMware Hypervisor so that the migration is seamless and to leverage existing enterprise security, governance, and operational policies, while extending the scalability and security offered by AWS. The Horizon VDI and server workload sizing (core, memory, and storage) was optimized for improved efficiency and performance and VPN was proposed for faster connectivity to cloud.

Anunta also recommended using VMware HCX for live migration and zero downtime.

The virtual machines were replicated on VMware Cloud on AWS while remaining online in on-premises environment, ensuring real-time migration of workload with minimal downtime and data-replication.

Following the success of this implementation, the customer engaged Anunta for setting up more nodes. Till date Anunta has implemented 37 nodes in FY 20-21 over 24 nodes in FY 19-20.

Facilitating large scale Cloud Migration for a leading Business Process Management provider

Value Delivered

  • Adopting the cloud desktop solution on VMware Cloud on AWS saved considerable effort on facility set-up and maintenance.
  • The automated Disaster Recovery (DR) in the cloud solution reduced the DR requirements that otherwise entailed a high maintenance cost.

2500+ Users

Anunta helped the customer migrate the workloads of 2500+ users to cloud using VMware Cloud on AWS.

$50K Savings

The solution met the necessary compliance requirements and allowed the customer to save around $50K p.a. for HIPAA certification.

Zero Capex

The pay as you go model allowed the BPM provider to eliminate the upfront capex involved in hardware refresh and software.

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Background & Challenges

The company is a leading provider of customized Business Process Management (BPM) services and are trusted custodians and long-term partners to 100+ leading brands with presence in the US, the UK, India and the Philippines. It specializes in helping customers stay ahead of the curve through transformational solutions in order to reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes.

It wanted to completely transform its application delivery model to achieve superior end-user experience, improved application availability and performance, while lowering the overall cost of its IT operations.

This End- User Computing (EUC) transformation was aimed at aligning IT performance to business goals of reducing revenue leakages and improving productivity.

The company was facing the following challenges in its endeavour to implement the work from home solution:

  • Application availability: Given the 24X7 nature of back offices, the company wanted to ensure reliable delivery of business applications to its end-users.
  • Security and compliance: The solution had to ensure that end-users had access only to role-specific applications. It also needed to safeguard clients’ corporate secure. Further, the solution also had to ensure adherence to strict compliance guidelines as pre-determined by the clients.
  • Remote support: The company wanted to implement remote IT Support to provide 24X7 assistance its end-users spread across all geographic locations.
Case study Global BPM provider

What Anunta Did

Anunta orchestrated a two-stage EUC transformation for the company. At the first stage, Anunta re-aligned the company’s IT infrastructure to deliver superior end-user experience. The second stage involved moving the new IT infrastructure to a managed environment, where Anunta created a proactive issue management process based on the ITIL framework.

Aimed at transforming the traditional IT management, Anunta focused on architecting exact-fit application delivery using virtualization technologies. Anunta designed an EUC architecture by identifying various user groups along with role-specific applications, compute and storage requirements, and implemented a virtual desktop infrastructure (VDI). All applications were hosted on central servers located within on-premise datacenter, and virtual desktops were relayed to end-users via thin clients.

Design specifics included a high level of detailing such as application base lining, cost of application delivery per hour, process improvement aimed at enhancing end-user experience and providing a process and business view of IT monitoring.

Anunta Onboarded 500 end-users onto the new IT infrastructure, migrated user data to the centralized servers and ensure seamless access post detailed user acceptance testing (UAT). Gradually, Anunta enabled large- scale Adoption of 18,000 end-users across multiple geographic locations to the new infrastructure and ensured consistent high application availability and end-user experience and productivity via its Managed Services:

  • Smart Monitoring: for proactive remote monitoring of the of the new IT infrastructure.
  • Service Desk: 24X7 support where Anunta takes end-to-end ownership of all IT incidents and service requests, all the way to resolution.
  • Incident & Problem Management: round-the-clock management of all critical support requirements including diagnosis, isolation, recovery and complete root-cause analysis (RCA).
  • Change & Patch Management: to ensure the new IT infrastructure is up to speed with the latest security and bug fix patches released by leading OEMs.
Case-study global BPM provider-What-Anunta-Did

Value Delivered


Improved application availability: Streamlining of the IT infrastructure resulted in above 99.5% application availability across all end-users consistently. The company experienced zero brownouts and application delivery cost per hour fell by 30%.


Enhanced IT support: Proactive monitoring of end-to-end IT infrastructure enabled the company to identify and resolve 74% of incidents before they could affect end-users.


Improved profitability and cost reduction: A well-defined cost management framework, tracking hourly cost of application delivery as a key metric was implemented to align the IT cost structure with the business revenue model. The project helped the company achieve improvement in profit margins by 100+ basis points!

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Background & Challenges

The client is one of the largest private sector bank serving retail, commercial, consumer, and corporate banking segments. The bank’s existing IT infrastructure was struggling to cope with new business challenges and evolved ways of working.

The bank was deliberating over transformation levers to achieve the next level of growth. The need for a resilient, agile, and secure desktop infrastructure was imminent. The breaking point for the bank came when it lost access to one of its main offices owing to a delay in regulatory approval. The crisis was the last straw for the bank as it embarked on the journey to modernize its desktop infrastructure to allow its workforce to work from home or any other location.

The client, buoyant by the support provided by Anunta and the expected benefits of virtualization technology, wanted to create the next-generation desktop infrastructure that would help it achieve the following business objectives.

Performance expectations: Implement high performance, personalized, and lag-free virtual desktops for the bank with high application availability.

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

Workforce requirements: Adopt location-agnostic remote desktop infrastructure for the geographically diversified workforce operating from headquarters and various bank branches.

Business needs: Embrace a scalable and agile desktop infrastructure to aid the firm’s multifold growth strategy (organic and inorganic).

Case-study Bank Contact Center

What Anunta Did

Anunta implemented an end-to-end Virtual Desktop Infrastructure (VDI) comprising persistent, non-persistent, hosted shared, and remote desktops. The existing VoIP systems were replaced with a fully managed VDI solution, with integrated voice and data capabilities to improve application availability & performance.

Multiple solutions around cloud-based VDI, smart monitoring, automation, disaster recovery, and network management within managed services construct were employed. Anunta leveraged its deep domain expertise and technical prowess to create personalized user desktops by customizing various user group parameters such as support SLAs, active directory policies, network routing schemes, and profile images.

Anunta also replaced the struggling incumbent of the merged entity to standardize the VDI estate and ensure seamless amalgamation with the client’s environment.
Case-study Bank Contact Center

Value Delivered

The bank was able to transition and modernize its contact center to a virtual desktop environment which simplified IT operations & management.


User Productivity: 80% reduction in incident-to-user ratios and 54% reduction in mean time to resolution


Business Agility: 85% reduction in power consumption compared to desktops.


IT Efficiency: 90% reduction in effort associated with software deployment.

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Background & Challenges

Established in 1985, as a part of one of India’s leading financial services conglomerates, the bank received its banking license from the Reserve Bank of India (RBI) in February 2003, becoming the first non-banking finance company to convert into a bank. Moving ahead, it acquired another significant bank in April 2015. As on September 30, 2018, the bank has a national footprint of 1,425 branches and 2,236 ATMs. It has four Strategic Business Units – Consumer Banking, Corporate Banking, Commercial Banking and Treasury, which cater to retail and corporate customers across urban and rural India.

The bank wanted to adopt desktop virtualization to significantly improve application availability and make its IT operations more efficient. However, it wasn’t sure if virtual desktop infrastructure (VDI) would be able to deliver transformational benefits across core banking functions. While typical VDI implementation for back-office and support functions have been successful in the banking industry, virtualization for remote branches, Treasury, and loan processing was more unusual and had not been tried successfully in the industry in India. This made the implementation unique as one which was across the board and with distinct but personalized application delivery architectures.

End-user groups identified across the bank had unique application usage patterns. Providing uninterrupted application access to each group was a daunting task. While all functions needed reliable and uninterrupted access to core banking applications. Across user-groups, the bank faced the following challenges:

Treasury: Needed fault-tolerant, speedy access to core treasury specific applications and access to currency and stock market exchanges during trading hours from Monday to Saturday. Even the slightest slowness in transaction speed could potentially have an impact of millions of dollars.

Remote Branches and Loan Processing Centers: Needed reliable and uninterrupted access to a wide range of core banking applications but due to the geographical spread the branches did not always have access to high bandwidth connections. Loan processing centers additionally required access to huge volumes of scanned documents and a plethora of peripheral devices for printing and scanning.

Contact Centers: Needed robust 24×7 availability and an intelligent combination of voice and data applications with extremely high emphasis on productivity. Creating an effective continuity plan, while ensuring clear segregation of voice and data paths at the same end- point was a key requirement.

Information Technology Teams: The heterogeneous power user group comprising of software developers, network administrators, support teams and extended partner teams needed role-based accessibility to specific set of applications. The challenge was to deliver personalized end-points that are flexible yet governed by banking rules and compliances.

Case-study application availability

What Anunta Did

The bank needed a partner with deep domain expertise in virtualization technologies and extensive experience in onboarding, adoption and Day 2 management of complex technology infrastructure.

Anunta, with its years of experience quickly assessed the complexity and personalization required in implementation of the virtual desktop infrastructure solution.

Anunta designed a solution that addressed complex and diverse user base through a mix of desktop virtualization technologies viz. persistent Hosted Virtual Desktops (HVDs), non-persistent HVDs and Hosted Shared Desktops (HSDs) and Desktop virtualization OEM stacks i.e. Remote Desktop Session Host (RDSH), XenDesktop and XenApp. Further, Anunta Onboarded each user groups (Treasury, Remote Branches and Loan Processing Centers, and Contact Center Users) by creating a tailored and distinct set of profile images, active directory policies, network routing schemes for each individual group to transition them to the newly virtualized environment. This resulted in delivery of personalized desktops for each user-groups.

Case-study application availability What Anunta Did
Starting with an initial pilot of a pool of 300 users, Anunta has enabled the bank to achieve over 1300% increase in the number of users migrated seamlessly across multiple user groups in the next few years.

Value Delivered

  • Simplified Management: Simplified provisioning enabled integration of the bank’s Treasury function with that of an acquired bank seamlessly within 24 hours.
  • Significant Cost Reduction: The overall Software deployment time was significantly improved, reducing over 90% of physical effort. Additionally, power consumption reduced by 85% as compared to the conventional desktop setups.


Enhanced Application Availability: Anunta’s intelligent system design enabled the bank to provide its end-users with over 99.97% application availability.


Improved End-User Experience: Anunta’s managed services helped to reduce the bank’s incident-to-user ratio by 80%. The smart monitoring system proactively identified over 90% issues and resolved them, resulting in over 54% reduction in the average mean-time to response (MTTR).


Improved Bandwidth Utilization: End-users from remote branches with poor bandwidth were able to successfully access core banking system thereby improving their productivity and end-user satisfaction. Implementation of an efficient network design enabled contact center users to access centralized HSD profiles and answer voice calls from the same terminals.

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Background & Challenges

One of pioneer commercial banks established in early 1940s with a rich business legacy in serving the trading, agriculture and manufacturing sectors. It subsequently undertook a major growth and diversification plan under a new management and eventually became a publicly listed bank. It currently services over 4.90 million customers through a network of 266 Branches, 199 Banking Outlets and 369 ATMs spread across 20 Indian states and Union Territories. It has assets of around US$7.3 billion (2017) and a business revenue of nearly Rs. US$670 million as of December 31, 2017.

The Bank’s pursuit for rapid growth to emerge as fastest growing private sector banks and to expand its presence across the country required it to adopt technologies that would not only allow it to scale seamlessly but also at a very low cost. The Bank wanted to increase its geographical footprint by setting up 40 – 50 new branches and over 250 ATMs every year. At the same time, the bank wanted to overhaul its product and services offering to its customers by deploying cutting edge core banking system (CBS), internet Banking for both Corporate and Retail Customers, SMS Banking, and to introduce credit cards, debit cards, etc. This required the bank to create a highly flexible workforce with anywhere, anytime and any device access to data and applications, and to ensure that the employees had high productivity with minimal interruptions due to IT issues. All this had to be achieved while lowering cost of application delivery per user.

In addition, the bank required to achieve a financial mandate of inclusive growth by harnessing a centralized hosting, provisioning low user-support, and leveraging the benefits of a secured cloud environment.

The bank’s requirements were individually straightforward, yet the combination of requirements made the new technology implementation incredibly complex:

  • The new technology would be required to scale along with the bank’s existing operations.
  • The entire transformation would have to maintain IT costs and resources at manageable levels even though it needed to supported growth.
  • Expansion to Tier-II & Tier-III cities, as well as rural and unbanked areas, meant that the new technology would have to work in bandwidth-restricted areas, and had to be managed remotely.
  • A completely new core banking application had to be rolled out at the same time with zero business disruption.
  • The current distributed infrastructure management practice had to be completely overhauled and converted into a centrally managed operation.
  • To accommodate the requirement to provide end-user’s with anytime, anywhere, any device access to data and applications and implementing a BYOD policy.
  • Ensure improved end-user experience.

What Anunta Did

Realizing the scale and complexity of the implementation, concurrent with the core banking system roll-out, Anunta’s Design & Consulting services conducted a detailed study on all infrastructural dependencies including the most micro dependencies, right from desktop peripherals like printers and fonts to application speeds. Anunta prepared checklists and baselines for all layers – hardware, network, storage, Hypervisor, OS and applications.

As part of the Onboarding process, Anunta ensured all major configurations were readied, including infrastructure to manage multiple Operating System builds to face any compatibility issues from an application perspective. The end-point roll-out and installation documents and requisite staff trainings were conducted. Anunta conducted the datacenter fine-tuning ensuring that hardware, storage networking, virtualization and application virtualization worked in sync with each other to create a highly available system that allowed for dynamic resource management of the hosted virtual machines. This included testing connectivity from all locations to ensure an unhampered ends-user experience.

Within a month’s time, Anunta conducted user acceptance testing for around 800 simultaneous user sessions to the Cloud. Subsequently, Anunta enabled the bank to adopt virtual desktops on Cloud for over 1,000 users from 120 branches across India.

Case-study Indian bank What-Anunta Did
National Operations Center & Regional Processing Center in Mumbai were transitioned from the existing physical infrastructure to the Cloud, while rolling-out the new core banking platform seamlessly, with zero business interruption.

Value Delivered

  • Centralized management: Adoption of a centrally hosted, remotely monitored model enabled the bank to provide enhanced security, increased IT effectiveness and better ROI for IT expenses. Anunta has been consistently providing the bank with above 80% proactive issue resolution and an incident-to-user ratio of 0.01 as opposed to industry standard of 0.8-1.2.
  • Seamless roll-out: The solution effected concurrent core banking solution roll-out for over 1,000 end-users, with zero business interruption.
  • Improved end-user experience: With improved management and better access to applications and data on the go, the bank witnessed significant improvement in end-user experience and productivity.


Improved application delivery: Anunta’s intelligent system design enabled the bank to provide its end-users with above 99.98% application availability consistently.


Enhanced support: Move to a cloud-based architecture enabled the bank’s IT team to support business by achieving RBI stipulated goals on inclusive banking by lowering cost of IT while moving to remote locations where IT support is hard to come by.


Cost reduction: The new virtualized desktop infrastructure solution significantly lowered the cost of application delivery per user per month by approximately 25%.

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Background & Challenges

The customer is one of the leading private sector banks. The bank is committed to customer-centricity and high service quality while catering to the future businesses. Adopting international best practices in service quality and operational excellence, the bank offers comprehensive banking and financial products and services. With a knowledge-driven approach to banking, it offers superior customer experience for its retail and corporate clients.

The bank embarked on their digital transformation journey to transform traditional processes and adopt forward-looking technologies, enhancing end-user experience was at core of the initiatives. Enabling anywhere, anytime, any device access to data and core banking applications was central to the ensuring exceptional end-user experience.

However, the client had concerns relating to data security, application availability, and the added burden of managing end-user devices alongside the existing IT infrastructure. The bank was also worried about the complexity involved and the low-adoption rateof the technology.

The bank faced the following challenges:

Security: Enabling employees access to data andapplications from anywhere on device made corporate data vulnerable to theft and manipulation.

Application and Peripheral integration:

  • End-users from different user groups spread across 600+ locations (including remote branches without VSAT) needed seamless access to legacy and core banking applications.
  • The new infrastructure had to ensure integration of legacy as well as new peripherals (printers, scanners, etc.)
  • Existing applications were running of multiple versions of Java. These needed to be consolidated.
Anunta Case study large bank Background Challenges

What Anunta Did

Anunta initiated the bank’s EUC transformation by implementing virtual desktop infrastructure solution. In order to develop a robust digital workplace Anunta identified all possible inter-dependencies and complexities across all bank branches – user groups, peripherals, storage and compute requirements, legacy and new core banking applications.

Basis this research, Anunta’s EUC experts architected a virtualized environment on top of Citrix XenDesktop, XenServer, XenMobile, NetScaler and ShareFileservices.

Anunta also integrated its patented SaaS based AIOps monitoring platform – EuVantage – to enable proactive monitoring across the virtualization stack. It onboarded end-users to the new infrastructure and migrated data to central servers successfully post detailed user acceptance testing.

Moving beyond the Onboarding stage, Anunta effected successful across-the-board adoption of the new infrastructure for the bank’s 17,500+ end-users, covering all possible use cases including Anytime, anywhere, any device secured access to data and applications.

Case-study large bank What Anunta Did

Value Delivered

  • Application delivery is now hardware and vendor independent.
  • Since all applications and centrally located, they can be upgraded/patched and pushed to users much faster as compared to doing so manually on each device.
  • Secure VPN access utilizing per app micro-VPN to protect corporate data accessed by mobile users.
  • When an employee leaves (resigns), his/her reporting manager or HR can revoke his access to the mobile device by simply informing the IT administrator.
  • ShareFile implementation enables secure file sharing while controlling actions (forwarding/printing/copying) to avoid any misuse or manipulation.

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Background & Challenges

The customer is a global professional services firm. It drives digital-led innovation and digitally-enabled intelligent operations for a vast number of processes for hundreds of Glo