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This renowned BPO organization is a technology-enabled global service provider, specializing in customer engagement and improving business performance. It partners with ambitious, progressive executives around the world to future-proof their businesses and stay ahead of the competition and customer expectations. It aims to create exceptional customer engagement, accelerate digital transformation, and deliver actionable customer experience insights.
Challenges
- Potential loss of productivity as users had to switch to work from home swiftly due to pandemic-inflicted lockdown
- Poor customer experience as a result of transmitting live voice traffic over poor internet connections
- Concerns about regulatory compliance & data privacy as client data had to be delivered to WFH users
- Business risk due to lack of visibility and control over endpoints and users’ activities
Solutions
- Application & Desktop Virtualization (VDI) solution
- Zero Trust Application Access Gateway
- Identity and Access Management
- Linux-based hardened live OS in a USB drive
Benefits
- User productivity was maintained at pre-Covid levels
- Improved customer and user experience
- Met regulatory compliance and ensured data privacy
- Reduced TCO by about 50% & optimized OpEx
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