The client wanted to transform their worldwide telephone network to ensure high availability, optimal output, and better user experience. Their global network comprisesAvaya and Cisco voice servers, gateways, and IP phones. By managing their network proactively, they wanted to identify issues before they impacted users.

MicrolandDELIVERING RELIABLE AND MATURE MANAGED SERVICES The client has been in a decade-long partnership with Microland. They trusted our ability to deliver reliable and mature managed services for the transformation of operations and processes in technology environments.

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IT landscape

100,000+ voice ports across Americas, EMEA and APAC

TransformationSTREAMLINING THE NETWORK BY PROACTIVELY MANAGING HEALTH CHECKUPSThe routine practice of conducting manual health check-ups on voice infrastructure involved significant human effort because of the complexity and size of the global network. Further, the check-up did not always produce accurate results. We used the capabilities of the process automation tools from our automation center of excellence to convert the health-check procedures into automated workflows. Our team adopted a phased approach to build the solution as shown in Figure 1.

Figure 1: Phased Solution Approach

Assessed the environment (Avaya and Cisco) and associated processesIdentified high impact processesAnalyzed manual SOPsAnalyzed ROI

Identified APIs and CLI options availableDesigned a databaseDeveloped workflow design

Built workflow to emulate an engineer providing command on the interfaceUsed regular expression and pattern matching to obtain the required outputParsed the output to analyse health checkInterpreted and reported output

Build and test phase

Assessment phase

Design phase

CASE STUDY

Fortune 20 Multinational Automates Voice Infrastructure To Increase Availability Of The Telephony Network Reduces costs by cutting manual effort for issue discovery by 95% while eliminating defects completely

About the ClientA Fortune 20 American multinational conglomerate, the client offers products and services across industrial segments including power, water, oil and gas, energy management, aviation, healthcare, transportation, and finance. They operate in more than 100 countries and employ more than 300,000 people.

GoalsIMPROVING AVAILABILITY AND EFFICIENCY OF GLOBAL TELEPHONE NETWORK

IT management tools

ServiceNow Avaya Site AdministrationCisco Unified Communications Manager

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The availability of the voice infrastructure improved significantly with accurate discovery of issues and spontaneous remedial action through automation. At the same time, human effort for monitoring the network also

IMPROVED USER EXPERIENCE AND COST-EFFECTIVENESS

Outcomes

came down remarkably, leading to significant cost savings and better manpower use. After the solution was implemented, health check-up reports routinely show zero defects.

Some of the other key client benefits included:

Enhanced user experience with improved availability of the voice infrastructure

Maximized cost effectiveness due to reduced network monitoring costs, resulting from 95% elimination of manual effort

Improved use of manpower as resources who performed health checks were reskilled and re-assigned to other revenue-generating tasks

USER

EXPERIENCE

About MicrolandMicroland is a leading Hybrid IT Infrastructure Service Provider and a trusted partner to enterprises in their IT-as-a-Service journey. Incorporated in 1989 and headquartered in Bangalore, India, Microland has more than 3,200 professionals across its offices in Europe, Middle East, North America and India. Microland enables global enterprises to become more agile and innovative through a comprehensive portfolio of services that addresses hybrid IT transformation, workspace transformation, service transformation and end-to-end IT infrastructure management.