Finding a top end service provider was Rewardsco’s biggest challenge.
“The business requirement was simple, deliver the same or better services to our business and customers, from any location to any location, and do that while reducing management overheads and removing any points of failure in that chain. In effect, a network that could sustain major failures in datacentres and still deliver services,” explains Lawrance Reddy, Head of Infrastructure and Technology at Rewardsco.
Rewardsco considered the major network providers in South Africa, all of whom were involved with the company in some way. Neotel were late in the game, and they had been brought in to supply basic infrastructure, just to experience their technology and service.
“What was surprising was that Neotel’s technology - in this case the telephony service - was far superior to the other service providers, and their uptime by comparison was nothing short of awesome.”
Reddy points to inconsistencies in the services received from other vendors, including outages, latency of networks, routing issues affecting services from their networks to our business and a general inconsistency in some form or the other. This was clearly not good enough for a business that sought to use the cloud as a business enabler.
Rewardsco started to slowly increase its use of Neotel products in its contact centres, beyond just connectivity. The company is now using technologies that have yet to be offered by Neotel to other customers.
“We have begun using more of their services due to the consistency in delivery and the quality of service. Thanks to Neotel, we now have a 200 seat contact centre at a remote location running almost entirely ‘server-less’, with a very light and agile infrastructure footprint. Neotel’s point-to-point fibre allows us to achieve this and could only be achieved if we implicitly trust the connectivity and their data centres. This clearly demonstrates the level of trust we have in their services,” he says.
Among the key solutions implemented by Neotel is the 100MB NeoOne fibre, which allows the business to maintain high-speed, low latency LAN-based performance to Neotel’s own data centres. Reddy explains that this ensured that Rewardsco met one of its primary business objectives: increasing the level of customer experience, which was purely due to the quality and performance of the Neotel network.
“In addition, we were one of the first to use Neotel’s hosted platform to deliver Windows Server 2012 virtual machines from their data centres to our agents’ workspaces. Neotel are now working with us to deliver a lightweight, but highly fault-tolerant network for the new, multi-million Rewardsco building.”
This network, says Reddy, will allow the building be a true cloud facility, delivering services and applications from Neotel data centres, from their own extended private cloud as well as Microsoft public cloud services, like Office 365 and Windows Azure. Technologies used by Neotel in their own data centres are now being used as best practice methodologies for the Rewardsco facility too. Reddy adds that Neotel is the lead vendor for this showcase building, which is expected to be ready in 2014.
“The partnership we are building with Neotel is not merely about their technology. It is about building a sustainable ecosystem from which to deliver services that enable our business to grow.”
“Neotel’s technical input is brilliant; their approach is to treat Rewardsco as a team and to workshop ideas to find the best solution. Innovation and cost-effective designs are what we have come to expect from Neotel,” he states.
Neotel’s account manager is always keen to drive the Rewardsco vision and to align Neotel technologies and resources to that vision, explains Reddy. “Neotel understands our business and they know our expectations: customers first, then corporate solutions.”
“With the Neotel infrastructure, we are able to deliver critical business applications and services to the business from any location without compromising quality. This means that the user experience is considerably better across the Neotel network. We are also able to do more on the Neotel network than we could with any other vendor,” he concludes.
- With Neotel’s point-to-point fibre technology it is possible to have a small infrastructure footprint, which gives you great flexibility and the ability to connect from remote areas, without compromising on service quality.
- The Neotel network will allow the Rewardsco building be a true cloud facility, delivering services and applications from Neotel data centres, from the company’s private cloud - as well as Microsoft public cloud services, like Office 365 and Windows Azure.