As extra companies and purposes go surfing, making certain a frictionless buyer expertise is important to constructing model loyalty, capturing extra gross sales, and optimizing income. But when your underlying expertise isn’t dependable, it’s simple to lose prospects to the competitors.
For TELUS Worldwide, a number one digital buyer expertise innovator, making certain the reliability of its on-line instruments and companies is essential to its staff’s mission to design, construct, and ship high-tech, high-touch buyer experiences for a number of the world’s most revered manufacturers.
TELUS Worldwide bundlesVerint, a Google Cloud Companion and workforce-management utility, with its Cloud Contact Middle platform to assist North American name facilities optimize customer support actions on the telephone and on-line. TELUS Worldwide additionally makes use of Verint’s resolution internally for its enterprise course of outsourcing.
So, as a part of its personal digital transformation journey, TELUS Worldwide migrated Verint—a workforce-optimization-management utility—from its legacy on-premises knowledge heart to Google Cloud.
This transfer will assist its world service facilities optimize customer support actions for improved efficiency, by leveraging automation and AI-based analytics and insights to realize higher enterprise outcomes..
At present, TELUS Worldwide has greater than 20,000 registered customers accessing its Verint platform, so making certain that it’s working on a dependable cloud platform like Google Cloud is important.
Quick, painless migration
Martin Viljoen, VP of Data Expertise at TELUS Worldwide, says the Verint migration from on-premise to Google Cloud was quick and seamless. “It took us a couple of week to face up the infrastructure, which might have taken as much as a yr or extra on-premises,” he says, given the normal forwards and backwards with distributors to beef up the info heart and clear up issues alongside the way in which. “We didn’t have to fret about availability on the fly. In the event you miss one thing, you simply click on and add it. You do not have to jot down up a purchase order order and look ahead to six weeks for supply,” with rather more time wanted to get the brand new operational.
In all, Viljoen says it took solely four–6 weeks to go from system design to manufacturing. “Every part we wanted was available,” he says. “And on the finish of the day, it was very profitable.”
Easy, fast provisioning
Each migration has its challenges, however TELUS Worldwide discovered this mission’s ‘bumps within the highway’ a lot simpler to navigate in Google Cloud. For instance, Viljoen says the corporate began with a load balancer which was cheap however didn’t present all of the performance wanted. “We simply went down the menu and chosen the F5 load balancer,” which the corporate is at present utilizing on-premises. “It was a quite simple, very fast provisioning course of and it proved why we’re within the cloud. You may simply decide any service if or when wanted.” He says doing the identical factor with an off-the-shelf load balancer and working into the identical difficulty would have delayed the mission for months. .
Getting F5 configured for the cloud was additionally simple. The corporate merely replicated its on-premises configuration in Google Cloud.
Backing up into Google Cloud can also be easy for TELUS Worldwide. “All you do is right-click,” says Viljoen. “On-premises, I must order oodles of bandwidth or purchase a large storage array. We’re additionally backing up our on-premises knowledge heart into Google Cloud as a result of it is really easy to do. It is a no-brainer.”
With Verint Workforce Engagement and the Google Cloud Platform, TELUS has a world-class buyer engagement platform to empower the distant and globally distributed workforce to help distinctive buyer experiences, whereas gaining real-time perception into enterprise operations for adjustment as wanted to fulfill at the moment’s ever-changing calls for each inside contact facilities and all through the enterprise.
TELUS Worldwide’s shoppers are benefiting from improved efficiency on Google Cloud. “On a server, antivirus software program is working and it eats up half of your assets.” He says prospects with resource-intensive jobs have reported dramatic enhancements in velocity, getting experiences in minutes as a substitute of hours.
On account of all these positive aspects, TELUS Worldwide’s plan is emigrate extra of Verint to Google Cloud, together with key parts of the appliance’s workforce administration resolution in addition to its name and display screen recording characteristic. Having this knowledge in Google Cloud will make it extra accessible and open up new potentialities for knowledge analytics and integration with different companies, equivalent to the corporate’s telephony platform, which can also be on Google Cloud.
Viljoen says, “We’re nonetheless on the low-hanging-fruit stage with Google Cloud, and we will get deeper into it within the platform. The following step is to combine different companies that both our firm or our shoppers are mandating. We’re a rising and evolving world group. Having incremental instruments and companies within the cloud has made all points of our enterprise rather a lot simpler, together with our integrations. As soon as issues are within the cloud, it is only a lot easier to allow our enterprise.”
At Google Cloud, we’re right here that will help you craft the precise migration for you and your small business identical to we did with TELUS Worldwide. Get began by signing up for a free migration value evaluation, or go to our knowledge heart migration options web page to be taught extra. Let’s get migrating!