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Radware > Case Studies > Convergys Load Balances over One Million Voice Calls per Day with Radware’s Application Delivery Controllers

Convergys Load Balances over One Million Voice Calls per Day with Radware’s Application Delivery Controllers

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Industries

Telecommunications

Services

System Integration

The Challenge

Convergys, a global customer management firm, was facing a challenge in maintaining customer satisfaction and VoIP availability, which are critical to its success. With over 150 call centers in 31 countries and 90 VoIP recorders in its call system, Convergys needed a solution that could load balance over a million voice calls per day across multiple recordings. Any scenario where recordings were lost could result in customer dissatisfaction. To eliminate downtime from regular maintenance of its recorders, Convergys searched for a load balancing solution to support call recording for all of its call centers.

About The Customer

Headquartered in Cincinnati, Ohio, Convergys is a global customer management firm with over 125,000 employees providing consistent customer experiences for its clients. The company has an extensive portfolio of capabilities that include customer care, analytics, tech support, collections, home agent, and end-to-end selling. Convergys partners with clients to improve customer loyalty, reduce costs, and generate revenue. The company operates over 150 call centers in 31 countries and has 90 VoIP recorders in its call system.

The Solution

Convergys selected Radware’s Alteon 5224 ADC to support its Verint VOIP IP Call Recording solution across all its call centers globally. The Alteon 5224 ADC offers 24 Gigabit Ethernet connections and 2 10 Gigabit Ethernet uplinks for traffic processing. The device can intelligently identify incoming calls and split them so they are simultaneously recording and available for the operator. Radware’s Alteon ADCs deliver application layer health checks with automatic failover capabilities that detect when Convergys’ server is down and reroutes the recordings to another server. It delivers a complete set of layer 4-7 services that ensure availability, performance, and security of mission-critical applications in the data center.

Operational Impact

The standardized system minimizes downtime during planned and unplanned system outages.
The system streamlines the process for split call recording.
The solution provides advanced, end-to-end local and global load balancing capabilities for mission-critical applications in data and call centers.

Quantitative Benefit

The solution allows Convergys to load balance over a million voice calls per day across multiple recording servers.
With healthcheck failover capabilities, the solution significantly minimizes downtime during planned and unplanned system outages.