Upgrading the Contact Center Network with SD-WAN Deployment

For many years, UNIQA has been a market leader in Ukraine’s insurance market, demonstrating consistent growth. It is critical for the company to communicate with its customers, act transparently and productively, and settle insurance claims quickly and efficiently. In today’s world, implementing leadership ambitions and the principle of customer orientation necessitates ongoing investment in the business’s technological component.

This project, in particular, called for the modernization of the contact center’s communication system and new remote branches through the use of a modern solution that would allow for rapid deployment, centralized management and monitoring, and simple integration into the existing network.

about the customer

Company

UNIQA

Industry

Finances

Website

https://uniqa.ua/en/

About company

Insurance company “UNIKA” is one of the leaders of the insurance market of Ukraine, present in all sectors of non-life insurance. The company sells more than 100 types of insurance services and has 30 licenses issued by the National Commission for Regulation of Financial Services Markets.

Business in numbers

regional directorates

200

branches

1000

employees

900К

customers

our results

task immersion

UNIQA required a cutting-edge network solution that would be quick to deploy, not require highly skilled IT professionals, have centralized management, and meet a number of other requirements, including automatic redundancy and use of multiple communication channels, automatic prioritization of voice traffic, and building secure VPN channels.

solutions

The main contact center employing more than 60 operators, can now operate more efficiently thanks to VMware’s SD-WAN VeloCloud technology, which has also been implemented in branch control centers.

result

The test results exceeded expectations. With the aid of the technology, it was feasible to use both communication channels at once and guarantee continued operation—even under challenging conditions. The quality of voice transmission has significantly improved, according to contact centre employees.