CaseStudy

Cloud Operations Management for Contact Centre Industry

Company

A global System Integrator in the field of Unified Communication provides end-to-end solution integration consulting and services to the enterprise and contact centre industry.

Challenges

  • Setting up of underlying contact centre infrastructure in physical/Private cloud.
  • Monitoring of the contact center infrastructure and application through different interfaces(Host based/Agent based/SNMP Poll/SNMP Trap) through a Shared Infrastructure hosted in Public Cloud.
  • Ensuring the overall QoS of the contact center application
  • Centralized dashboard for Infrastructure, Application and Alerts
  • Automating the operational aspects of Contact centre infrastructure.

Solution

  • Self-service portal based contact centre deployment across physical, private & public clouds.
  • Auto enablement of Infrasturcture and application Monitoring for the newly created infrastructure, through templates and scripts.
  • Event driven remediation to maintain QoS of contact center application by processing Nagios monitoring alerts and traps
  • Centralized inventory of deployed contact center application across different clouds.
  • Role based dashboards for Infrastructure team, application support team and service desk team.
  • All infrastructure and application operations are executed and managed through automation framework.

Key Advantage

Platform led approach helped in provisioning and management of UC infrastructure across multiple clouds. Helped in on-boarding new vendors/partners and their specific tools/applications at ease

Benefit Drivers

Time to Deploy

  • Reduced the deployment time by 70%

Availability

  • Increased application availability and maintaining at 99.99%

Unified Dashboard

  • Decreased the infrastructure spend
  • Centralized alert management
  • Performance trend of infrastructure resulting in proper sizing of infrastructure

Technology

  • OpenStack, AWS (EC2, CFN, S3), Chef, Nagios, SNMP

Statistics

  • No of UC Environment:5
  • No of Servers:30+
  • No of traps received:1000+ per hr

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