Virtualization of all MegaFon call centers throughout Russia

Project goals

To improve the quality of services and expand its range, MegaFon has been constantly growing the technology capacity of its contact center infrastructure. Quick launch of new applications required improving the performance of the client’s hardware. Over time, upgrade of the clients equipment on a national scale began to deplete resources.

The project to convert the traditional call center architecture to virtual architecture aimed to improve reliability, scalability and performance of the infrastructure, and to optimize the CAPEX and OPEX of support for the call-center platform.

Project statistics

  • Geography: Moscow/Petersburg, Central, Northwest, Caucasus, Far East, Volga, Siberia and Ural regions of Russia. Each branch maintains a 24/7call center
  • Number of MegaFon call center agents: approximately 2,500
  • Project team: 50+ engineers from MegaFon, Asteros and Avaya
  • Hardware: 217 servers (setup, configuration, testing and go live)
  • Systems virtualization: Avaya Aura Communication Manager, Avaya Aura System Manager, Avaya Aura Session Manager, Avaya Interaction Center, Avaya Application Enablement Services, and Avaya Aura Experience Portal
  • Technology: Avaya, VMware
  • Migration time: only at low-load time, at night, with lowest risks of downtime and with consideration for time zones
  • Timeline: 6 months

Implementation phases

  • Testing the solution with MegaFons Volga branch for 2 years
  • While developing the project architecture and design, professionals from Asteros and MegaFon analyzed the configurations and catalogues of settings from eight of the companys contact centers, then optimized and standardized the settings. This substantially reduced the time required to transfer the server infrastructure to a virtual environment
  • In total, the project team set up, configured, tested and put into operation 217 servers across Russia within 3 months

The project won the 2015 Avaya Technology Innovation Award and was nominated for its outstanding contribution to Deploying Contact Center Infrastructure Virtualization at MegaFon.

Non-stop communication with customers is a top priority for federal companies in the telecommunications industry. We achieved an important goal thanks to virtualization; we optimized expenses on call center maintenance and also increased their reliability and fault tolerance. Besides this, it was much easier to upgrade infrastructure with a centralized administration and management to adapt to the continuously increasing requirements of the business. From a reliability perspective, in order to restore the working capacity of the server hardware you need time and local resources, but you can put a virtual server into working condition from a previously saved photo in a manner of minutes. We keep in step with all the latest developments and this enables us to not only remain leaders in technology but to constantly improve the quality of services for our customers.

Igor Romanov, Head of Development and Maintenance of IT Infrastructure at MegaFon

Back to list

Thank you for your interest in the Asteros Group!

Please complete the E-mail or Telephone fields so that we can provide you with information about Virtualization of all MegaFon call centers throughout Russia.