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Accountability and Increased Productivity: UCaaS and CCaaS

Digital Optimization™ Optimizing Business Application Resolve.IO

Problem Statement:

A leading global provider of engineering solutions for paper products, netting, and advanced materials was looking to replace an existing solution due to a recent merger. They needed to move off the current (PBX) system and migrate to a new system (PBX) in under six months.

Solutions: 

  • The client’s current system was a mesh of solutions that required a shift to one point of accountability for increased productivity.
  • Utilized Digital Optimization™’s broad-reaching arm in telecom optimization and industry experience to collaborate with additional partners and vendors while remaining unbiased.
  • Analyzed vendor down selection, pricing, net-net requirements, business processes, single point of accountability, better user experience, better total cost of ownership (TCO), an integration tool for better collaboration, call center as a solution (CCaaS), UCaaS, increased reporting, and a better client/user experience.
  • As a Gartner partner, Digital Optimization™ provided their CIO with additional details that were tremendously helpful to the client.  

Results:

  • Transformation – the client moved from the current environment onto a collaboration platform for efficiency purposes and scale.
  • With the accelerated timeline, Digital Optimization™’s relationship within the channel community was instrumental. It enabled them to provide the ecosystem of partners to be able to get to the solution before the client’s deadline. Solution provided for improved ROI, increased reporting capabilities and easier maintenance.
  • Implementation – made it effortless on the part of the client.
  • Digital Optimization™ proved to be a partner to the client and an extension of them while remaining completely unbiased.
  • Digital Optimization™ supported the first two locations with 150 users with the potential of up to 3,000 users in additional locations domestic/internationally in the future. 
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Digital Optimization® of Business Application: Automation

Digital Optimization™ Optimizing Business Application Resolve.IO

Problem Statement:

An advanced telecommunications provider wanted to maintain 24×7 uptime across the network without ripping and replacing current diagnostics. They also sought to increase response time in resolving incidents, reducing reliance on ticket escalations, and other problematic delays.

Solutions: 

  • With Resolve Actions intelligent automation, the client was able to use one platform to automate across the IT ecosystem while integrating with existing IT solutions.
  • Combining Resolve with IBM® Tivoli® Netcool® Software, the telecom provider is now able to prevent network downtime and service degradation, achieve enhanced internal collaboration, streamline workflows, save thousands of hours each year to positively impact customer service
  • Leveraging Resolve’s expansive pre-built automation content library, the client has over 200 action tasks automated, which continues to grow as the team constantly identifies trends coming into the network operations center that can be automated. 

Key Benefits:

  • $1M in Monthly savings – Faster resolution, reduced escalations, and automated validation, diagnosis, and resolution all contribute to savings
  • Rapid Time to Value – 277% savings over alternative solutions with an ROI of less than 9 months
  • Unified Control – Streamline workflows with Resolve as the central repository for internal information, configuration, and understanding of different customers, with the capability for integration with other technologies
  • Reduced Escalations – CSRs are empowered to fix complex issues on their own for faster resolution and improved productivity

Resolve’s cross-domain IT automation delivers immediate ROI, reduces MTTR, prevents outages, reduces alarm noise, provides real-time visibility, and scales seamlessly into the future.

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Digital Optimization® of Business Application: AIOps

Digital Optimization™ Optimizing Business Application FixStream

Problem Statement:
A large enterprise with global infrastructure had its support provided by diverse operational tooling without any correlation of events. This led to significant downtime and customer impact due to increased delays caused by efforts to rationalize the outage’s root cause. By implementing Resolve Insights AIOps, this company was able to reduce outage time from two hours to 38 minutes, minimizing impacts to clients.

Solution:

  • Resolve Insights enables a predictive approach to incident resolution using AI and machine learning to reduce the MTTR, saving employees time normally spent troubleshooting
  • The AIOps platform correlates infrastructure, creating a visualization of the environment in one view that is customizable to support operational processes, much like Google Maps performs for roads
  • A global inventory view of IT assets was created, which serves as the CMDB for operations teams
    • Improving situational awareness by discovering unexpected technical inventory
    • Detecting devices operating at or over capacity

Results:

  • A consolidation of tooling saved $350,000
  • Return to operations metrics were improved by over an hour per incident
  • Reduced overall hours in troubleshooting and recovery
  • An optimized view of infrastructure modernized IT operations and reduced costs

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Optimizing Business Application: AIOps Auto-Discovery & Dependency Mapping

Globe with location points and a location target

Problem Statement:

A leading healthcare enterprise needed end-to-end visibility for quick root cause identification of issues impacting its SAP ERP. The company lacked a dynamic and up-to-date inventory of IT infrastructure entities supporting ERP business processes. High MTTR impacted the business as operational data was siloed, existing in disparate domains of the SAP ERP stack.

Solutions: 

  • Auto-discovery of multi-domain application and infrastructure entities updates inventory in near real-time. Topology mapping provides granular relationships between physical and virtual compute, storage, and network entities.
  • Resolve Insights AIOps performs dynamic dependency mapping of SAP components with underlying infrastructure to provide an overlay of operational health and performance data collected from various sources.
  • Scalable integration with SAP Solution Manager for business, operations, and infrastructure metrics and time-series event correlation enables quick identification of root cause for ERP user and business KPI issues.

Results:

  • Rapid root-cause analysis, infrastructure planning, auditing and compliance
  • MTTR for SAP ERP performance issues was reduced from hours to minutes
  • Automated auditing and compliance of IT assets for ERP
  • Optimized infrastructure resource planning and workload management for all SAP ERP applications
  • Increased application assurance, improved ERP system uptime, transaction uptime, and user satisfaction
  • Faster value generation from IT to business and precise business impact analysis ensures business continuity
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