Netwave
Client
UNIQA
Project type
    Network
    Case

    Upgrading the Contact Center Network with SD-WAN Deployment

    • background
    • about the customer
    • our results
    • new business opportunities
    • project implementation framework
    • other case studies

    project background

    alt text

    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

    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

    28
    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.

    technical results:

    • Fast solution deployment for the CC’s new branches
    • Centralized management, configuration, and monitoring
    • Automatic backup of multiple communication channels
    • Automatic voice priority traffic optimization
    • Building secure VPN channels
    • Versatile integration into existing network infrastructure

    new business opportunities

    saving costs

    Centralized management via a single intuitive interface allows to save money on employee training and recruiting highly qualified specialists.

    efficiency

    Significant improvement in voice transmission quality and, as a result, increased efficiency of the main CC and branches.

    project implementation framework

    vendor

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