Unlock the Power of Avaya Aura

with INEMSOFT's ENDPOINT MANAGER

iNEMSOFT CASE STUDY

iNEMSOFT’s Endpoint Manager Helps a Large Financial Institution Manage its 40K+ Avaya Aura CC Devices Globally

One of the world’s largest financial services organizations, serving millions of consumers, small businesses, corporations, institutional, and government clients in more than 100 countries, needed help managing its Avaya devices globally. With contact centers located in New York, London, and Hong Kong, the company required an efficient and robust solution to manage devices across multiple business units, including credit card, investment, and mortgage services.

THE CHALLENGE & COMPLEXITY

The organization aimed to achieve robust and seamless management of over 40,000 Avaya Aura H.323 devices, ensuring continuous operation across its international contact centers.

The contact centers faced significant challenges:

Device Outages: Any device outage due to station resets, network issues, or system failures could disrupt service for thousands of agents and impact regulatory compliance.
Operational Complexity: The organization’s telephony environment included over 40,000 devices spread across three continents, making centralized management and coordination particularly challenging.
Maintenance Disruptions: Routine maintenance activities had the potential to affect service delivery and require downtime, increasing the risk of non-compliance with service level agreements.
Performance Issues: Problems such as call skipping, jitter, and dropped calls were common, necessitating an efficient way to handle excess traffic and performance fluctuations.

HOW WE SOLVED IT

iNEMSOFT’s Endpoint Manager was deployed to address these complications, offering a centralized administration platform with the following features:

Centralized Management: Enabled tracking and application of configuration profiles, firmware, and settings for 40,000+ devices from a single interface.
Failover Policies: Designed and managed failover policies to ensure uninterrupted service even during network or system failures.
Tailored Upgrades: Provided customized firmware upgrades by business line or user profile, ensuring synchronization with serving site firmware.
Load Balancing: Facilitated on-demand distribution of endpoints across available server sites to balance traffic and reduce performance issues.
Enhanced Security: Implemented robust security measures, authorization, and auditing to protect user and phone activities.
Seamless Integration: Integrated with CRM and enterprise management tools via Secured Web Services API to enhance overall system functionality.

THE RESULT

The deployment of iNEMSOFT’s Endpoint Manager led to significant improvements:

Business Continuity: Enhanced operational performance and minimized disruptions during device outages or maintenance activities.
Efficiency Gains: Automated manual tasks, allowing administrators to focus on strategic issues and reduce performance problems such as call jitter and dropped calls.
High Availability: Achieved high availability and robust risk mitigation, ensuring seamless communication across the organization’s global contact centers.