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CASE STUDY

SD-WAN Optimizes Contact Center for Uptime that Keeps Customers Coming BackSoftware-based Solution Enhances Security, Flexibility and Reliability

Today, customers interact with brands across a growing number of channels, with the majority using three or more mediums during a single engagement. With the current landscape – email, live chat, mobile apps, online forums, and text messages – organizations and their customers interact with each other using multiple channels. In fact, a growing number of customers open the lines of communication on one medium, then move to another, often calling the contact center to help complete a transaction or to address an issue.

This buyer behavior makes it challenging to deliver flawless customer service. According to a Microsoft report, 96% of survey respondents view customer service as an influential factor in their brand loyalty1. It goes without saying that it’s critical to provide a streamlined user experience across multiple channels to maintain a competitive advantage and ensure customer satisfaction.

Voxai Solutions, an innovative contact center provider, offers its solution built upon the industry-leading Genesys PureEngage product suite. Since Genesys can be hosted in the cloud, Voxai made it a mission to provide its customers with the same level of security, reliability, and performance as contact center solutions that are hosted on-premises – and to do so in a cost-effective manner. The company was also looking for the flexibility to adapt its offering according to changing market conditions and regulations to achieve a faster time to market.

Aside from boosting the performance and stepping up the security of its enterprise cloud service, Voxai’s business plan included growing its revenue and expanding its customer base. As part of this roadmap, Voxai’s strategy was to move toward a software-based solution, transitioning from a model of selling individual products to generating recurring revenue from software-driven, value-added services.

THE CHALLENGE• Increase recurring

revenue

• Eliminate the use of tunneling technologies

• Simplify network infrastructure

THE SOLUTION• Session-aware routing

for fast failover

• Regulatory compliance

• Centralized network service monitoring and analytics

KEY BENEFITS• Reduced downtime

• Decreased costs

• Simplified connectivity

• Higher call quality

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FACING THE CHALLENGES OF LEGACY TECHNOLOGIES

Voxai’s existing premise implementations were primarily made up of legacy, hardware-based network technology, which hinders insight into the performance of the contact center solution. This legacy environment also poses many challenges as the company tried to adopt its technology to a cloud model - an expensive and complicated initiative.

Traditionally, Voxai would have needed to use MPLS or other tunneling technologies, which generally offer excellent quality of service (QoS) when it comes to avoiding packet loss and keeping a contact center’s traffic flowing. However, the major disadvantages of MPLS include its high bandwidth cost, and the fact that it can take months to deploy for new customers. Voxai was looking for a solution that offers both MPLS and Internet connectivity to support a variety of configurations for its customers.

Voxai engaged our team with the goal of offering a seamless user experience with reduced downtime and

better call quality for its cloud-based contact center offering. As we collaborated to make Voxai’s vision a reality, several infrastructure and service limitations emerged that the cloud-based solution would need to address. Together we identified the following objectives that would enable Voxai to deliver a superior solution to its customers:

• Streamline its infrastructure

• Eliminate the use of costly tunneling technologies

• Increase uptime at contact center locations

• Guarantee regulatory compliance

• Offer visibility into the network with centralized monitoring and analytics

• Improved call quality monitoring

• Provide a high level of security

A CUT ABOVE THE RESTVoxai evaluated a handful of solutions, ultimately choosing 128 Technology because no other vendor offered the same levels of network simplicity and resiliency. Our comprehensive Session Smart™ SD-WAN solution comes with no bandwidth penalties, while also providing increased security that’s baked into the network with a unique combination of hop-by-hop authentication, selective encryption, and granular segmentation.

Branch XLocation X

FW LAN Priv (Existing)

Core Network (Existing)

P2P LAN

DC 1New Albany, OH

LAN1-type | Tenant: TBD

LAN2-type | Tenant: TBD

128T ConductorDC 2

Roswell, GA

LAN1-type | Tenant: TBD

LAN2-type | Tenant: TBD

Branch 1Dallas, TX

INTERNET

FW LAN Priv (Existing)

Core Network (Existing)

DMZ LAN

P2P LAN

To solve the infrastructure disparities, 128 Technology provided an intuitive, simple, and easy to use interface, eliminating the need for Voxai to spend valuable time supporting complex legacy network systems. Our innovative Secure Vector Routing architecture replaced Voxai’s reliance on fragmented networks with an end-to-end network model, alleviating the burden of having a third-party manage the network.

Incomplete transactions due to network instability directly result in lost revenue, customer dissatisfaction, and damage to the brand. 128 Technology’s session-aware routing for fast failover mitigates these risks by ensuring all contact center sessions stay up and available during unexpected infrastructure and network outages. Voxai’s customer industries span government, energy, hospitality, and finance, where any downtime can cause disruptions to mission-critical operations.

781.203.8400 | www.128technology.com | 200 Summit Drive, Suite 600, Burlington MA 01803

ABOUT 128 TECHNOLOGY128 Technology makes your network do what your business needs, by changing the way networks work. Our professional grade software teaches routers the language of applications and services, letting them understand the requirements of individual services and segments, and adapt the network dynamically to deliver what the business needs, when and where it needs it. We make routers Session Smart™, enabling enterprise customers and service providers to create a service-centric fabric that’s more simple, agile, and secure, delivering better performance at a lower cost.

SESSION SMART ™ SD-WANSecure, tunnel-free transport for advanced efficiency

End-to-end, Zero Trust Security

Dynamic, service-centric hypersegmentation

End-to-end fabric with native internetworking

Session-based, symmetric bi-flow routing

Efficient, on-demand session establishment

Inherent simplicity and routing with words

Centralized network service monitoring and analytics provide Voxai with granular visibility into customer usage patterns of cloud services out to the edge, which can be leveraged to optimize both circuit connectivity and its contact center services. This gives Voxai the ability to extend SLAs to the customers’ premises, along with the ability to guarantee a higher level of QoS. Performance issues are also much easier to troubleshoot for faster resolution and happier customers.

Voxai’s team can also respond faster to changing network conditions because of the distributed, intelligent routing platform that reacts to, and optimizes for, specific application requirements in real-time, proactively improving network-wide performance and reliability. Voxai can now set itself apart with its cloud-based solution that boasts a high level of resiliency – vital for real-time communications – to fast-track the deployment of new services and locations via zero-touch provisioning, streamlined automation, and seamlessly integrated orchestration.

ADVANTAGE VOXAI• Expanded customer base

• Increased recurring revenue

• Faster time to market

SD-WAN IS A WIN-WIN128 Technology’s software-based SD-WAN edge routing approach greatly simplified Voxai’s network integration with Genesys, improving networking performance and reducing costs. Voxai is able to provide feature-rich, secure integrations to its customers, along with instant contact center services failover, the flexibility to integrate vInteract cloud connectivity with an existing network, and guaranteed Payment Card Industry Data Security Standard (PCI DSS compliance).

From the outset, compliance with regulations such as PCI DSS was a key concern for Voxai. 128 Technology encrypts vInteract communications without the overhead of tunnel technologies, and a “deny by default” security design, allowing secure connections to Voxai’s customer locations, ensuring PCI DSS compliance.

With software-based SD-WAN edge routing, Voxai was able to achieve its goal of simplified connectivity, as well as streamlined routing and enhanced security. By assimilating traditional firewall and routing capabilities into one software-based platform, the company can layer vInteract cloud connectivity into a customer’s existing network and security topology. Moreover, MPLS bandwidths can be replaced, and redundant Internet links can be leveraged to accelerate time to market and further reduce network integration and support costs, enabling Voxai to pass on these savings to its customers.

Having achieved its goal of delivering higher levels of QoS and security, at a much lower cost, Voxai is arming its customers with a contact center that can help boost business performance and maintain customer loyalty. The simplicity, agility, and ease of use of the 128 Technology Networking Platform gives Voxai a competitive advantage, while putting the company in a position to expand its service offering to include unified communications, SD-WAN as a service, and more.

For more information on Session Smart routing, visit www.128technology.com/session-smart-sd-wan1 Microsoft 2017 State of Global Customer Service Report