Context
A company with headquarters in the US operated its call centers using an on-premises system utilizing a complicated legacy ACD solution provided by multiple outside vendors. Maintaining the legacy system was a challenging task and lacked the ability to easily adapt to future changes. The plan called for refactoring the proprietary software to run in the AWS environment utilizing AWS Lambda as a serverless, event-driven compute service to execute the complex application functions.
Accomplishment
A Penon Partners consultant worked with the customer in operationalizing the migration to the AWS environment by developing the alerting, dashboards, and the documented incident management processes & procedures necessary to support the new solution.
- Developed actionable alerts and dashboards to enable 24×7 monitoring via the NOC and helpdesk.
- Developed alert rules and scripts to enable automated alert-generated tickets.
- Developed processes for incident, change, and problem management in the new environment.
- Developed integrated runbooks and procedures for operations support.
- Developed scripts used for troubleshooting and estimating customer impact.
Outcome
The customer experienced a significantly more stable ACD solution in support of its customers while also streamlining the maintenance and support requirements and, finally, reducing MTTR through improved overall situational awareness and diagnostic capability. In conclusion, the customer experienced a 70% reduction in system-related service impacting incidents, thus greatly enhancing the service availability for its customers.
Written by Greg Gunter, ggunter@penonpartners.com
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