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| Valor IT Provides High-Availability Secure Infrastructure for Multiple Call Centers Company Profile Client provides Call Center support to its customers. The infrastructure comprised of multiple vendor security systems and different WAN connections. Each location had a separate connection to the WAN with several different connections for data and voice often causing outages, and challenges to resolve the outages within SLA. Client was using multiple vendor security platform virtual private network (VPN) connectivity that offered limited security capabilities beyond VPN. This also represented yet another proprietary technology that the IT team had to support, adding to overall operational costs. Client’s leadership also wanted to gain more insight into the state of security across the network. Although IT specialists could track and correlate security events in the existing environment, it was typically a time-consuming, labor-intensive task. There were no high level reports for executives and clients to analyze. Client was often faced with dissatisfied customers due to WAN outages and finger-pointing. Solution Client engaged with Valor IT in 2008 to provide Managed Security Solutions. Valor IT’s Managed Security Solution boosted security and cut costs by replacing a multi-vendor environment with Cisco network and security solutions. To improve security and create a more uniform, manageable network environment, Valor IT completely overhauled the Client’s existing WAN. The previous Frame Relay infrastructure was replaced with a redundant ISP, state-of-the-art Multiprotocol Label Switching (MPLS) network-based entirely on Cisco routing and security solutions. Though providing multiple ISP MPLS solution was a bit challenging due to the geographical locations, Valor IT team worked with the ISP to make this possible within five months. To provide a single, high-performance WAN to support the Client’s four different locations, Valor IT deployed Cisco Integrated Services Routers at each location. The previous VPN solutions were replaced with Cisco ASA 5500 Series Adaptive Security Appliances. Valor IT setup monitoring from its 24-7 NOC for all sites to provide increased availability. Results The new infrastructure is now up and running, and is delivering high availability, security and operational advantages that the Client had hoped for. Valor IT is providing Five 9’s availability solution to the client. The operational savings associated with the Managed Solution provided a direct return on investment and made this a self-funding project providing high-availability networks. Client is provided with monthly usage reports thus helping the executive team. Client Quote “We get reliable, world-class support and service from Valor IT. Our business needs rock-solid technology that can keep operations up and running 24 hours a day, seven days a week and Valor IT can provide that.” |
Overview
Country or Region: United States Industry: Call Center Customer Profile: Headquartered in Arizona, USA, provides Call Center support to its customers. It employees 1000+ people in four different offices in the Southwest. Business Challenges:
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