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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 provide a “work from home” solution that meets the stringent security requirements of its clients in order to provide its end-users with flexibility and significantly lower operational costs in managing its people resources and the ability to handle business cycles without increasing fixed costs.

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

Security: the solution had to meet the stringent security requirements of its offshore clients and create a completely data protected environment including “no screen capture” conditions. Additionally, it also wanted to ensure that its end-users had access only to profile-specific business applications to ensure compliance and improve productivity.

Application availability: It wanted to ensure reliable delivering business applications over the Internet. It also wanted to deliver voice calls over a secured and reliable mode without compromising on the voice quality.

Remote support: The company wanted to implement remote IT Support to provide 24X7 assistance its end-users spread across all geographic locations.

What Anunta Did

Anunta architected an EUC solution that orchestrated user requirements, infrastructure and technology via its Design & Consulting service to address the company’s digital transformation objectives. It configured a Hosted Virtual Desktop environment on a cluster of high density, high availability physical servers.

Hosted Desktops were configured tightly with the company’s Group Policy settings inheriting the policy from the Microsoft Active Directory to enable role-based access to business applications from remote locations (homes). An application delivery infrastructure was developed to deliver a high- quality end-user environment using a state-of-the-art display protocol.

A clearly segmented three factor authentication VPN was implemented to handle data, storage and voice with clear demarcation. End-users would gain access to the hosted desktops only after connecting through the VPN – which would restrict any other communication from the end-users post establishment of the connection.

Voice clients mapped to the user PSTN number were configured within the hosted desktops. PSTN phone connection that are used as phone extension. The PSTN phone lines were connected to customer-owned voice switches to enable end-users to handle voice calls.

Anunta Onboarded end-users that were working from home on to the new infrastructure and conducted detailed user acceptance testing (UAT) for end-user experience and application performance. Further, it provided Smart Monitoring from its Managed Services portfolio and put in place a remote infrastructure monitoring team to enable proactive monitoring of the new virtualized infrastructure.

Facilitating large scale Cloud Migration for a leading Business Process Management provider
Over time, Anunta facilitated large-scale adoption of the new infrastructure to encompass all work from home end-users.

Value Delivered

Enhanced IT support: The company experience increased efficiency in IT support with very high visibility on the application delivery, be it at on- premise Local Area network or across work from home users accessing their virtual desktops over the Internet. Smart Monitoring ensured proactive and quicker issue identification and resolution.

200+

Flexibility for end-users: Anunta’s solution enabled 200+ users all over UK connect to their virtual desktops from their home.

30%

Cost reduction: The new virtualized infrastructure allowed the company to significantly reduce Capex by 30%

99.98%

Improved application availability: End-user were able to access business applications seamlessly while working from home resulting in improved end-user satisfaction and productivity.

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Background & Challenges

One of the leading American waste & disposal services management company providing comprehensive waste and environmental services headquartered in Houston, Texas, North America, offer reliable, responsible, and sustainable waste management solutions for home and business.
The customer and VMware were working on a POC engagement to deploy cloud desktops using Horizon on Azure. However, just a week into the POC engagement, the global pandemic disrupted the customer’s production and quickly wanted to implement the Work from Home (WFH) solution to keep their business up and running. As an expert implementation partner of VMware, Anunta was engaged to work along with VMware, Microsoft, and the Customer IT team to roll out the WFH solution across the organization.
The customer already had an on-premises virtual desktop environment on VMware and had implemented security policies for a secure work environment. The unprecedented situation due to COVID-19 had disrupted the business for the customer and they faced challenges in providing essential services like collecting waste and disposal services to the community. The customer wanted to maintain their standard waste collection services and empower their employees with a secure remote work option while ensuring the well-being of their 43,000+ strong workforce.

Application Availability:

To maintain regular services of waste and disposal management services during the crisis, it was critical to share regular service updates and alerts with the residential and business community. The employees had to be supported with high application availability to allow sharing of updates and alerts. The Finance group, a critical function, was supporting diverse groups from an accounting standpoint with account reconciliation, and addressing problems related to billing and payments required data-heavy financial applications for timely closure of the accounts. Additionally, the Route Managers and Fleet Maintenance managing the route drivers and ensuring vehicles keep running had to constantly access Schedule Maintenance applications, Computing, and Tracking tools. These user groups had to be supported with high application availability without any downtime to manage the critical business functions smoothly.

Keeping Business Operational:

The named users across use cases had different enterprise applications requirement. They used either web, or desktop- based applications, and were unable to access these due to restricted operations from the office premises.

Based on the urgent business needs, the customer wanted an easily scalable solution that required minimal IT intervention to respond to queries and requests from their residential and business customers.

Securing Customer & Business Data:

As an essential service provider, the customer was dealing with customer data on a regular basis and billing, and payment information. It also collected photos and videos from cameras on the trucks to analyze the waste collection and disposal services. It was key to secure this sensitive information.

There was a need to ensure that the solution prevents security breaches and safeguards sensitive customer data and applications.

What Anunta Did

Anunta enabled the customer’s employees with cloud desktops on VMware’s Horizon Cloud on Azure, as the customer was already on the VMware environment earlier and the transition to the cloud was easy. Anunta validated the design, deployment, and AD connection requirements on Horizon cloud. The team also assessed network readiness, user groups and service accounts, endpoint and peripheral requirements, Horizon cloud components and OS & application licensing requirements, anti-virus policies and provisioning requirements for Azure disk encryption.

Based on the information gathered about the applications, desktops, and user distribution, Anunta designed and implemented Horizon cloud desktops, installed and configured the necessary Horizon agents, configured Windows 10 images, utility servers and integrated peripherals from the on-premise set up to ease day to day operations across all use cases. The Horizon agents were installed and configured across 5 PODs (Point of Delivery) to support a future workload capacity that can be scaled up for 10,000 users from the existing 3000 users. In conjunction with the customer, Anunta carried out the configuration of Workspace One Access and Dynamic Environment Manager (DEM) for different applications to integrate with the Horizon setup. The Access Policy was created to apply Multi-Factor Authentication to specific remote user groups ensuring a secure desktop environment.

Anunta performed user provisioning, systems testing, integration testing, and user acceptance testing (UAT) to validate all the functional and non-functional requirements of the environment. Following the successful implementation at 5 PODs, Anunta assisted in the deployment of the sixth POD in the West Europe region.

Powering Work from Home readiness for a North American Waste disposal company
The cloud desktops helped the Waste Management company to enable business continuity within a short period with high application availability and without any business disruption.

Value Delivered

Business Continuity

Business Continuity: The cloud desktops enabled ‘Work from Home’ for different user groups and perform the day to day operations. In the unprecedented and challenging time, it ensured providing essential services to the communities while protecting the well-being of the employees with remote working.

End to End Management:

End to End Management: Anunta provided a fully managed desktop solution that included design, implementation, and management of the cloud desktop infrastructure and delivered fully functional cloud desktops.

3000+

Scalability: The solution was easily scalable as per the business needs. 3000+ users were onboarded within 2 weeks of the solution implementation.

  • High Application Availability: The different user groups were able to access the business applications seamlessly, which enabled the employees to work in their respective business functions without any disruptions.
  • Enhanced Security: The solution enabled the employees to securely access customer data and applications, specific to their user group, without compromising on data security and compliance.
  • Cost Efficiency: With the Cloud Desktop solution, there was significant reduction in Capex with upfront savings on hardware purchase.

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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.

They wanted to quickly set- up a “work from home” solution for the contact center and back- office employees that ensure high application availability, high- quality voice calling, and a secure work environment.

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.

The solution helped the client to enable business continuity at a minimal cost and enhanced security without any business disruption.

Value Delivered

  • 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.

Application

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

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.

Security

Enhanced Security: Our solution enabled the employees to access data and applications through devices of their choice without compromising on security and compliance.

As an organization that works with 400+ clients, we are committed to our value of ‘Client First’ and our employee well-being even during the crisis. Anunta helped us to make the biggest shift to a work-from home model with their managed Cloud Desktop solution ensuring business continuity in a secure manner.

– CIO, Leading BPM Company.

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