Case Study: Contact Solutions


Contact Solutions delivers on-demand, cloud-based contact automation services for businesses and government agencies. Through its Continuous Improvement Practice and world-class hosting facilities, the company has changed the face of contact automation by continuously identifying, implementing, and monitoring new contact automation opportunities and consistently raising the bar on customer savings by reducing live-agent costs and improving the end-user experience.



The Current Environment

Contact Solutions delivers on-demand, cloud-based contact automation services for businesses and government agencies. Through its Continuous Improvement Practice and world-class hosting facilities, the company has changed the face of contact automation by continuously identifying, implementing, and monitoring new contact automation opportunities and consistently raising the bar on customer savings by reducing live-agent costs and improving the end-user experience.

MORE ENTERPRISE SOLUTIONS ON EQUINIX.COM

Like many companies, Contact Solutions was drawn to Equinix for data center hosting based on Equinix’s carrier-neutral and carrier-dense connectivity, top-tier facilities, large geographic footprint, and reputation for excellence. In 2003, the company deployed its first geographically distributed network node—complete with IP and time-division multiplexing (TDM) connectivity and application servers—in the Equinix IBX® data center in Ashburn, Va. To distribute content even closer to its customers and provide for failover and disaster recovery, the company eventually deployed additional network nodes in Atlanta, Dallas and Silicon Valley. This infrastructure helped drive Contact Solutions’ extraordinary success and growth, and the company is currently processing more than 5 million calls on peak days and growing revenue 60 percent faster than the average for the hosted IVR market. In 2011, however, the company recognized the need to re-architect its deployments.

The Solution

Contact Solutions decided to establish a tiered architecture, creating separate application
performance nodes (APNs) and network performance hubs (NPH) at each facility. The
primary purpose of this segregation was to ensure long-term scalability and an optimal
customer experience by identifying specific customer growth thresholds that would trigger
new build-outs of customer application servers ahead of demand.



Equinix, Inc. (Nasdaq: EQIX) operates a global interconnection platform of more than 200 International Business Exchange™ (IBX®) data centers in 52 markets in the Americas, EMEA, and Asia-Pacific. Our mission is to protect, connect and power the digital economy.
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