Due to the expansion of the scale of services and the growing requirements for the quality of services, the company “Global Bilgi” set itself the task of building a modern network infrastructure. Global Bilgi has been working with Astelit (life: trademark) since 2008 and plans to expand its presence in the Ukrainian market of call center services, focusing on customers who make high demands on the quality of service.
Ensuring the continuous functioning of the network infrastructure and the provision of services around the clock 24/7/365.
Special requirements are put forward to ensure a high level of business security.
The project provides for the work to be carried out in a short time: the construction and launch of the network infrastructure must be carried out in 60 days instead of the planned 120. Also an important condition is the provision of warranty and technical support of the network infrastructure.
• Distributed high-performance multi-service IP network with modular architecture was developed by VERNA and Global Bilgi project teams.
• The solution includes basic network switching and routing services based on Cisco technologies. Global Bilgi's network infrastructure includes distributed core, access modules, server farms and WAN modules.
• VERNA carried out equipment supply, installation, configuration and pre-testing as part of the network.
• Implemented a comprehensive network security system Check Point with centralized management. Network perimeter protection, web connections and internal security are implemented.
• Installation, configuration of equipment and transfer of network services are carried out without interrupting the work of the call center “Global Bilgi”.
• Implemented network infrastructure is transferred to VERNA.
• Increased reliability of Global Bilgi services was achieved through the creation of a distributed network core and the placement of Cisco network equipment in the company's offices in Kyiv and Dnipro.
• Used mutual reservation of all critical network infrastructure resources, including the security system and the operation of two operator centers with a total of 500 agents.
• The terms of technical support are spelled out in the Service Level Agreement (SLA). The response time to the incident (arrival of the on-site service engineer) is 4 hours, the period of recovery of working capacity is NDB (next working day).
The established network infrastructure provides Global Bilgi with the opportunity to provide outsourced call center services with a high level of continuity and accessibility for clients from the financial and telecommunications sectors.
Thanks to the efficient use of internal resources of the integrator, it was possible to observe the short term of the project implementation, which allowed the customer to start the operation of the implemented solution within two months after the start of work.
For us and our customers, compliance with high standards of service quality is critical. Therefore, planning to expand in the Ukrainian market, the company “Global Bilgi” set the task to provide such a level of service that will be in demand not only today, but also in the future.
We believe that the integrator company VERNA as a partner of the project has significantly helped us to get closer to solving this problem.
Ivan Pechersky, IT Manager “Global Bilgi” in Ukraine
Global Bilgi Companyfounded in 1999, specialization is a call center operator. 100% of Global Bilgi shares belong to the Turkish telecommunications holding Turkcell.
It provides contact center outsourcing services and digital solutions to more than 80 international companies.
Today, Global Bilgi A.S. is a leading Turkish company in the field of customer interaction management, occupying 51% of the contact center services market in Turkey. The company entered the Ukrainian market in 2008 as an outsourcing call center of the operator life:). Currently, Global Bilgi is implementing a plan to expand its presence in the market of call centers in Ukraine, attracting new customers.
Within the framework of the “TOP 100 2009”, organized by the world famous organization in the field of contact centers “ContactCenterWorld.com”, the company received recognition as the best in its field, taking first place in the category “Best Contact Center” and third place in the category “Best Outsourcing Partner Company” in the regions of Europe and the Middle East East and Asia.
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