Case Studies
DISASTER RECOVERY
Background
The company is New York Stock Exchange (NYSE) listed, US based Human Resources outsourcing Services Company that provides outsourcing solutions to Fortune 500 companies.
Challenge
The client's requirement was for a fully operational 110-seat contact center to serve as a Disaster Recovery (DR) site for their 650-seat contact center in Navi, Mumbai, India. The connectivity was required between the DR site and the company's headquarters/data center located in Woodlands, Texas, USA.
Approach
The work involved end-to-end design and implementation of DR systems that include connectivity, hardware, applications and voice connectivity.
- Connectivity - Our existing IPLC line was extended from our co-location center in Los Angeles, California, USA to the client's US facility. Following this, a VPN was established end-to-end between our Chennai, India, site and the client's US location.
- Hardware - 110 personal computers (PCs), telephones, and work stations were configured to serve as the DR workstations. The PCs were connected to the US servers on Citrix sessions (via a second end-to-end VPN).
- Applications - The PCs were loaded with images that were provided to us on a compact disc. The images had appropriate restrictions to ensure the client's data security.
- Voice connectivity - We provided a number of toll-free numbers that were configured on the client's voice switch. In DR mode, voice calls were switched to the toll-free numbers, which were picked up by our voice switch in India and routed to the respective agents.
Result
The DR site was established and commenced operations on-time in December 2003. All testing was undertaken jointly with the client prior to 'go-live.' Following commencement of DR operations, annual tests (March 2004 and March 2005) met all test requirements. The contract expired in August 2005 following the acquisition of our client by one of their key competitors that operated multiple sites in India.