At the time of this implementation, upgrade to latest version was already overdue and both the hardware and application software were running out of vendor support. The task was challenging as In-place upgrade to new platform was technically not feasible and downtime was not an option as the platform supported 24X7 call center. The mandate was to keep the change in process and user experience to a minimum with a sufficient parallel run while using existing phones. The client’s IT leadership provided clear-cut guidelines on the design requirements. This facilitated freezing various design criteria such as redundancy, capacity, functionality etc without any ambiguity. The system design incorporated an Active–Active mode across two Data Center sites to ensure the availability of infrastructure at all times with a seamless failover.

Challenge

• Managing the upgrade without any disruption to operations
• Minimum changes in user experience and process
• Zero overall downtime
• Parallel existence of old/new system without adding phones

Solution

• Unique design with 2 sites as Active-Active
• Intelligent call routing using I-Director of CIC allowed call to be routed to any site as per agent skill group availability
• Agents provided access to both old and new system through single PC
• Calls could be handled from old and new system on same IP Phone

Results

• Optimized system usage with innovative design of two sites in active mode simultaneously
• New system deployed in parallel with old system.
• Simple steps for call center agent to switch at any stage between the two systemsPhone
• No user experience change from agent’s point of view as the new interface and call process was kept similar to the earlier one
• Entire migration managed without any downtime for operations or customer call related issues