Unified Communication & Collaboration

Innovative technologies at the service of Smart Working

A digital services company with more than 10,000 users nationwide contacted STIM to renew its Collaboration infrastructure, implementing technologies that facilitate remote working.

Customer needs:

• Fast, secure and stable smart working from anywhere in the world

• UC client with always available internal line without VPN

• Always interconnected teams for effective collaboration

• Flexible release fault tolerant Private Cloud PaaS platform

• Managed Services for always-on support and configuration

• Dedicated response Call Operator services deployed on the platform

• Coordinated management of agents and Contact Centre services

• Multitenant Cloud Services and enabling Mobile App and WebRTC Client

• Enabling Customer Journey Server for single interaction management

High-Performance infrastructures customised on TVOX architecture

The communication system is a "mission-critical" resource for the client and must therefore be based on high-performance infrastructures: following these requirements, STIM has engineered a customised solution on TVOX architecture in Private Cloud, integrating Omnichannel functions and staying within the budget, with a "per user" pricing model.

Thanks to the collaboration with Vodafone, it was possible to implement a mix of SD-WAN and Cloud technologies distributed across a high-capacity bandwidth, resulting in a robust and reliable structure that meets the required large-scale Omnichannel requirements.

In order for TVOX Omnichannel to efficiently process over 12,000 calls per week and 56GB of WAN traffic, it is essential to have a reliable, scalable infrastructure with low tolerance for latency and network errors.

Private cloud solutions for maximum flexibility

The implementation of an SD-WAN network and a Private Cloud solution, based on VMware, provided the flexibility necessary for the optimal operation of the installed TVOX Cloud infrastructure, which required secure and high bandwidth Internet access, while also allowing the management and monitoring of all the services provided by the Managed Services STIM.

The TVOX infrastructure is composed by two environments located in geographically separated Data Centers, in Disaster Recovery configuration based on the Dedicated Cloud solution, allowing reliable and constant performances thanks to dedicated resources.

Security and stability for a high-performance, secure experience

Thanks to the Service Provider network, the servers of the two Data Centres are connected through a single virtual LAN in order to supervise the security of all private traffic exchanged between the two regions, allowing TVOX to guarantee continuity of service to its users through a redundant connection to the low latency network. 

Customers can offer their users a stable and constant Collaboration experience in a Private Cloud environment, thanks to the integrated security and high availability that guarantees maintenance and updates without interruptions or service reductions thanks to the TVOX Omnichannel solutions used.

This infrastructure can also be flexibly adapted to the needs of the moment, allowing for optimal management of any sudden and irregular peaks in access. Released in January 2020, it was able to handle the unusual and abnormal flows of the pandemic period without compromising the reliability and stability of the platform, thanks to TVOX's high quality, high performance and guaranteed reliability infrastructure and servers.