Fast-growing bxp software by All n One produces a range of award-winning Customer Engagement, Quality Assurance, eLearning and Contact Centre Management tools that promise to make customers’ businesses run better.
With numerous organisations such as Dublin City Council, Mars Ireland and 3 counting on its customisable, cloud-based system to manage contact centre operations, the company has zero tolerance for downtime. “Our clients are using our systems to talk to their customers and record conversations so they cannot have our systems fail them,” explains All n One CEO Nick Wheeler.
bxp software, in turn, depends on Sungard Availability Services to ensure high availability of its hybrid IT environment around the clock. It contracts Sungard AS’s Infrastructure as a Service to give it SLA-backed uptime of 99.95%. Sungard AS manages bxp software’s physical and virtual servers in its resilient Dublin-based Technology Centre and seamlessly delivers its systems and data back to the business. As well as all-important availability, this solution gives bxp software the flexibility and scalability it needs to support its continued growth.
When bxp software originally chose Sungard AS as its technology partner many years ago, as a relatively young company it particularly valued Sungard AS’s expertise. “One of the very real benefits we appreciated early on was the ability to get straight advice from Sungard AS without having to go to a separate consultancy firm, which was a huge bonus,” notes Philip Lacey, All n One’s IT and Projects Director. “We already had an idea how to run our IT infrastructure but Sungard AS gave us a better way to stay up.”
“Downtime simply doesn’t happen. This infrastructure has been planned to within an inch of its life.”
According to Nick Wheeler, having less than 100% service availability would be “a nightmare scenario.” He expands on this point, “It would quite possibly be cheaper to host the bxp system ourselves but this would undoubtedly be a false economy as we don’t have the knowledge, experience or in-depth support to even consider it. I need the peace of mind day in, day out that our clients will get the service they are paying for. I sleep like a log because I know our IT infrastructure is in safe hands.”
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As Data Protection regulations become ever more stringent, bxp software’s systems have to be exceptionally secure and all data is encrypted throughout the end-to-end process. The company’s operating system and all of its servers must be completely up-to-date to ensure resilience and security.Its trust in Sungard AS has not been misplaced – bxp software has enjoyed 100% uptime since the day it signed its first customer. Downtime in Philip Lacey’s words, “simply doesn’t happen. This infrastructure has been planned to within an inch of its life. The only thing that could take us out is a nuclear, chemical or biological attack on the site.”
Following the sun
bxp software customers across a variety of industry sectors depend on its systems to manage call centre activity and log contact with customers to help nurture relationships. These store data in one central database, which is updated in real time. Its Sungard AS solution gives bxp software the ability to run client-specific data backups at any time of the day or night for clients across different time zones.Having been growing its client base in Ireland since 2008, the Dublin-based company is pursuing its ambition to expand worldwide by offering the software to clients across the globe who want to ‘follow the sun’.
For example, at the end of the West Coast working day agents in a Silicon Valley contact centre may pass their tasks or case load to a support team in Bangalore, India to be progressed. This team, in turn, passes its work to a European-based team at the end of its own working day. In this way, work can continue around the clock.
Commenting on the relationship that has developed between All n One and Sungard AS, Philip Lacey remarks, “There’s no doubt it’s a partnership – our fortunes are inextricably linked.”