LogicMonitor Case Studies Serenova Powers Contact Centeras-a-Service with Deeper Monitoring and Insight

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	Serenova Powers Contact Centeras-a-Service with Deeper Monitoring and Insight LogicMonitor

Serenova Powers Contact Centeras-a-Service with Deeper Monitoring and Insight

LogicMonitor

Technology Category	Analytics & Modeling - Real Time Analytics 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	Cloud Planning, Design & Implementation Services System Integration
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

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

Cloud Planning, Design & Implementation Services

System Integration

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.

About 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.

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.

Impact #1	Consolidated monitoring lets Serenova track infrastructure health on a single platform instead of six or more separate tools.
Impact #2	Proactive monitoring helps minimize system outages that could impact end customers.
Impact #3	Reporting helps minimize alert fatigue to help keep IT staff productive.

Impact #1

Consolidated monitoring lets Serenova track infrastructure health on a single platform instead of six or more separate tools.

Impact #2

Proactive monitoring helps minimize system outages that could impact end customers.

Impact #3

Reporting helps minimize alert fatigue to help keep IT staff productive.

Benefit #1	Consolidated 6 separate monitoring tools across 6 global data centers, 3,000 devices, and 7,000 cloud resources.

Benefit #1

Consolidated 6 separate monitoring tools across 6 global data centers, 3,000 devices, and 7,000 cloud resources.

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Overview

Serenova Powers Contact Centeras-a-Service with Deeper Monitoring and Insight

Operational Impact

Quantitative Benefit