Prior to the Optinet solution, recovery from outages would demand typically 72 hours intensive work from the Hood IT team to restore services. With the new solution, service levels allow for full DR recovery in ten minutes without intervention by the IT team. This is achieved in part by the ‘self-healing’ capability of the VPLS that finds its own passage through the network.
In financial terms, the investment in the new solution has been paid back by the removal of costs associated with the retained DR office, maintenance of legacy systems, reduced internal support and resources plus the sharing of new facilities with cost centres outside the contact centre. In operational terms, the capability of the Optinet solution, in mitigating risk and protecting the Hood customer base, delivers exceptional value and rapid return on investment.
In addition to securing continuity of contact centre operations, deployment of the Optinet DR solution has also demonstrated how data centre services combined with secure, high availability connectivity can deliver cost effective delivery of business services. With these off-site facilities, increased network bandwidth and improved security, the Hood business is now well-positioned to progress with further digital transformation initiatives. Managed cloud services, new contact centre applications and PCI management will all benefit from the new architecture in the future.
