Serenova Powers Contact Centeras-a-Service with Deeper Monitoring and Insight
Customer Company Size
Large Corporate
Country
- United States
Product
- LogicMonitor Monitoring Platform
Tech Stack
- AWS
- Nagios
- Grafana
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries
- Telecommunications
Applicable Functions
- Business Operation
Use Cases
- Process Control & Optimization
- Real-Time Location System (RTLS)
Services
- System Integration
- Cloud Planning, Design & Implementation Services
About The Customer
Serenova is a technology company that offers a cloud contact center as-a-service. This service provides agents and administrators with access to the tools and applications they need from any location. At the heart of its SaaS solution is a hybrid cloud infrastructure that extends across six global data centers, with 3,000 devices and 7,000 cloud resources. Over the past decade, Serenova has grown from a homegrown solution to an enterprise-class solution. As the company has developed, its monitoring and management needs have become more challenging.
The Challenge
Serenova, a provider of cloud contact center as-a-service, faced challenges in managing its hybrid cloud infrastructure that extends across six global data centers, with 3,000 devices and 7,000 cloud resources. As the company grew, its monitoring and management needs became more complex. The company was using multiple hand-built, open source tools for monitoring, which lacked proactive alerting and required multiple steps to find relevant information. This led to inefficiencies and difficulties in maintaining infrastructure health and gaining insight into performance.
The Solution
Serenova decided to transition from multiple hand-built, open source tools to an enterprise-class solution that was scalable and hybrid cloud-ready. The company evaluated several options and chose the LogicMonitor Monitoring Platform. This solution provides complete visibility across its hybrid infrastructure, allowing Serenova to gain a consolidated view of its voice traffic and data, as well as its applications and AWS services, from a single platform. The platform also provides proactive monitoring and alerts, helping Serenova get out in front of potential issues that could affect its customers. The platform’s reporting capabilities help staff minimize alert fatigue and provide transparency about what’s going on in the infrastructure.
Operational Impact
Quantitative Benefit
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