As extra companies and functions log on, guaranteeing a frictionless buyer expertise is significant to constructing model loyalty, capturing extra gross sales, and optimizing earnings. But when your underlying know-how isn’t dependable, it’s straightforward to lose clients to the competitors. 

For TELUS International, a number one digital buyer expertise innovator, guaranteeing the reliability of its on-line instruments and companies is essential to its group’s mission to design, construct, and ship high-tech, high-touch buyer experiences for a few of the world’s most revered manufacturers. 

TELUS Worldwide bundles Verint, a Google Cloud Accomplice 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 answer 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 middle 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 attain higher enterprise outcomes..  

Presently, TELUS Worldwide has roughly 30,000 customers on the Verint platform, so guaranteeing that it’s working on a dependable cloud platform like Google Cloud is significant.

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 about a week to stand up the infrastructure, which could have taken up to a year or more on-premises,” he says, given the standard forwards and backwards with {hardware} distributors to beef up the info middle and remedy issues alongside the best way. “We didn’t have to worry about hardware availability on the fly. If you miss something, you just click and add it. You don’t have to write up a purchase order and wait for six weeks for delivery,” with way more time wanted to get the brand new {hardware} operational. 

In all, Viljoen says it took solely 4–6 weeks to go from system design to manufacturing. “Everything we needed was readily available,” he says. “And at the end of the day, it was very successful.” 

Easy, fast provisioning

Each migration has its challenges, however TELUS Worldwide discovered this mission’s ‘bumps in the road’ 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 just went down the menu and selected the F5 load balancer,” which the corporate is at the moment utilizing on-premises. “It was a very simple, very quick provisioning process and it proved why we are in the cloud. You can just pick any service if or when needed.” He says doing the identical factor with an off-the-shelf load balancer and working into the identical situation would have delayed the mission for months. . 

Getting F5 configured for the cloud was additionally straightforward. The corporate merely replicated its on-premises configuration in Google Cloud. 

One-click backup

Backing up into Google Cloud can also be easy for TELUS Worldwide. “All you do is right-click,” says Viljoen. “On-premises, I would have to order oodles of bandwidth or buy a massive storage array. We’re also backing up our on-premises data center into Google Cloud because it’s so easy to do. It’s a no-brainer.” 

Distinctive efficiency

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 present’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 is running and it eats up half of your resources.” He says clients with resource-intensive jobs have reported dramatic enhancements in velocity, getting studies in minutes as an alternative of hours. 

On account of all these good points, TELUS Worldwide’s plan is emigrate extra of Verint to Google Cloud, together with key parts of the applying’s workforce administration answer in addition to its name and display screen recording function. Having this knowledge in Google Cloud will make it extra accessible and open up new potentialities for knowledge analytics and integration with different companies, similar to the corporate’s telephony platform, which can also be on Google Cloud. 

Viljoen says, “We’re still at the low-hanging-fruit stage with Google Cloud, and we’re going to get deeper into it in the platform. The next step is to integrate other services that either our company or our clients are mandating. We’re a growing and evolving global organization. Having incremental tools and  services in the cloud has made all aspects of our business a lot easier, including our integrations. Once things are in the cloud, it’s just a lot simpler to enable our business.” 

At Google Cloud, we’re right here that will help you craft the best migration for you and your enterprise similar to we did with TELUS Worldwide. Get began by signing up for a free migration cost assessment, or go to our data center migration solutions web page to be taught extra. Let’s get migrating!



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