Transforming VDI Solutions for Unmatched Resilience

Significant

reduction in downtime

$5M+

 in cost savings

9 months

 to completion

Challenge

The client faced significant challenges with their on-premises enterprise telephony solution, relying on a work-at-home (WAH) virtual desktop infrastructure (VDI) that lacked security, stability, and scalability.

The financial impact was severe; every hour of downtime during peak periods resulted in hundreds of thousands of dollars in lost revenue.

To address these issues, the client needed a resilient and redundant environment, along with a dedicated support team to ensure uptime, enhance quality, and reduce costs.

Solution

Concentrix was originally engaged as a consultant to assess the current WAH infrastructure, VDI solutions, and support environment. Having worked with the client previously to recommend measures to streamline toll-free numbers, we were well positioned to look deeper into the client’s issues.

We conducted a thorough assessment of the client’s current environment, identifying pain points within its WAH contact center solution. As an outcome, we recommended key WAH infrastructure improvements and a telephony infrastructure consolidation.

Through our consultative approach, we built credibility in our knowledge and ability to support the client’s environment. Having shown that we not only understood the client’s challenges, but could resolve its challenges, we became a trusted partner—so much so that the client chose to forego the RFP process and work with us.

Our proposal included three key elements:

  1. Cloud Contact Center as a Service (CCaaS) solution from Genesys, which would offer the resiliency of Amazon Web Services (AWS) regions and availability zones.
  2. Dual VDI environment with two vendors (Azure and Google), offering 100% redundancy in two geographies, so that if any one were to go down, the client would maintain 100% of its WAH staff.
  3. Fully staffed help desk support integrated through ServiceNow with the client’s in-house team, to operate as an extension of the client’s help desk in managing the new CCaaS and VDI solutions and supporting the WAH teams.

We focused on people, processes, and technology to design, build, and operate a comprehensive solution. Our efforts propelled the client forward with a secure and resilient approach.

“This was a true infrastructure as a solution implementation. We not only provided the technology, but the hardware as well, and we’re supplementing the client’s people with our help desk staff.”

Outcomes

Our robust architecture has allowed this client to scale during peak season without capital investment while realizing:

Significant reduction in downtime and loss of opportunity caused by system failure

$5M+ in cost savings through the life of the contract (5 years)

9 months from consulting through implementation to completion

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