Cloud Migration Case Study
Thulium's key challenge was to deliver software at scale to meet their client's needs while keeping the infrastructure costs at a reasonable level.
Improving the quality of customer service
Thulium's core business is about dedicated telecommunications solutions. They offer Call and Contact Center systems as an out-of-the-box SaaS tool and as a custom solution (individual terms, including sale or lease of licenses).
The Thulium team relies on proprietary software, thanks to which the company has complete control over the development process of the virtual call center platform. Thulium clients can adapt it to their specific business needs, such as integration with their CRM and ERP systems.
Thulium must be ready to quickly scale the headcount for their call center service. The company's old infrastructure was scattered across multiple servers. That setup solution did not however offer much scalability.
Adding new agent seats or starting new application instances for development purposes oftentimes required buying new pieces of hardware to the infrastructure. That also involved increasing the bandwidth of the Internet connection. In the end, it was almost impossible to quickly respond to the client's needs and, of course, required more investment.
Cloud computing was designed for such use cases and our team decided to utilize its potential
– says Marek Bartnikowski, President of the Board at Thulium.
Thulium chose the Oktawave cloud largely because it complied with GDPR (then GIODO). Other key factors include scaling the infrastructure to any desired size within minutes with no CAPEX, and rock-solid support in the migration process and individual pricing.
The system administrators at Thulium and Oktawave started the migration, and the whole process was divided into four stages:
Call Center systems are now launched in individual Oktawave Cloud Instances (virtual machines). Recordings and backups are stored on Oktawave Cloud Storage (object storage). A "small" OCI was chosen as the minimum for the correct operation of the system. This configuration includes 2 GB RAM and 2 vCPU clocked at 2.5 GHz. The Autoscaler offered by Oktawave ensures that its parameters will automatically scale to meet the current demand. That guarantees a smooth operation of the Thulium system.
Moving to the Oktawave cloud allowed Thulium to instantly provision their system to each new client. It also enables the users to scale the number of call center seats.
An infrastructure scalable to any extent means so much more than continuous operation and new features. It allows Thulium to go beyond the limitation of the old setup. For instance, the company is launching an add-on to the service for archiving any amount of recordings and other data on Oktawave Cloud Storage.
Cloud migration also benefits administrators. They no longer need to take worry about physical servers or waste time configuring a distributed infrastructure. Now they can control everything using a user-friendly administration panel with new features being added by the Oktawave developers.
What we are most happy with is how the performance improved combined with the possibility to scale the call center seats on demand, and of course that we are paying for the actual usage of resources.
– Marek Bartnikowski, President of the Board, Thulium