Implemented One World Managed Services for re-engineered IT Infrastructure integrating global networks and systems.
About Vodafone, Inc.
Vodafone is the world’s second-largest mobile telecommunications company, owning and operating networks in over 30 countries with partner networks in over 40 additional countries. Its Vodafone Global Enterprise division provides telecommunications and IT services to corporate clients in over 65 countries. Vodafone also owns 45% of Verizon Wireless, the largest mobile telecommunications company in the United States.
Challenge
Vodafone Global Enterprise, Inc. was faced with providing 24/7 maintenance and support for their Global Communication Network including ongoing security assessment, IP Telephony, ZeroLoss Offsite Backup, Microsoft Exchange, Outlook Web Access, Failover Solution and Blackberry Enterprise Servers located in several offices ranging from Redwood Shores, CA and Denver, New Jersey, and Atlanta, to Singapore, Beijing, and Hong Kong in China.
The Vodafone network environment consisted of Cisco, Linux for Asterisk, Trixbox for Asterisk, Windows OS, Microsoft Exchange with Failover and OWA, a complete Blackberry Enterprise server, Backup & Recovery for Exchange, and ZeroLoss offsite backup servers.
The Service Level Agreement needed to provide for immediate response to all problems arising from the Asterisk deployments across the U.S. offices as well as in Asia. This included maintenance, troubleshooting and resolution of voice quality issues and phone set problems.
Solution
Netswitch was able to provide a team of engineers, skilled and certified in all of Vodafone’s technical disciplines, and familiar with their computing environment, to provide technical and help desk support for all of Vodafone’s networks, applications, desktop, laptop and telephony for a fraction of the cost of deploying an internal engineering team across the globe. This included immediate and 3 hour response service level agreements and 24/7 emergency response.
Value
Not only did Vodafone save significant operating costs in outsourcing their technical support requirements, they were able to turn on a switch and get exactly the engineering skills they required. Vodafone completely avoided the costs and organizational disruption associated with recruiting and staffing full-time employees across multiple global offices, yet were able to provide local support globally, with an understanding of local language and cultural issues. Vodafone recognized that the soft costs and difficulty involved with managing a staff of full time engineers is actually greater than the direct costs of their payroll and benefits. In addition, the ability to outsource global technical support to a single company with offices in key cities in China gave Vodafone the consistent local support they required.
