Requirement

• To automatize and simplify the shift planning for DIALOG Live contact center agents
• To provide the contact center optimal human capacity for each part of the day and thus improve overall cost-effectiveness.
• To ensure long-term quality customer service provided by the contact center

Solution

• Implementation of Verint® Workforce Management™ from Verint Systems, partner of Soitron.
• Linking to the contact center system from which the software obtains details about telephone calls, emails, and chats.
• Several months of set up, testing and fine-tuning technical and functional settings according to Tatra Banka’s
  specific requirements.

Outcomes

Prior state

• Licensed HP SIM monitoring tool
• Limited choice of hardware vendors
• Difficult customization
• A local IT team dedicated to ad-hoc issue-solving
• System with no ITSM processes
• Service Desk services unavailable

Present state

• A modern monitoring service flexibly adapting to ever changing IT infrastructure
• Automated tasks with no human interaction required
• Elimination of any hardware failures that could have adverse effects on the production
• Improved IT infrastructure stability
• Automatic incident assignment to appropriate teams dedicated to handling and resolving the issue

Solution

Case study

Case study

Requirements

• To build a modern and stable IT infrastructure prepared for future development of the company
• To eliminate drop outs, weak throughput, and network response
• To protect company network from viruses and other harmful malware
• To ensure continuous production and operation of the company
• To simplify IT infrastructure management and disburden the IT department of labour-intensive and time-consuming maintenance

Solutions

• Comprehensive upgrade of the network core and data center
• Redesigning of the network access layer in administration and technological premises
• Securing the network – protection of e-mails and data transfers
• Building a Wi-Fi solution in the highavailability mode with permitted drop-out within 3 seconds

Requirements

• Ensure more efficient use of IT infrastructure resources across the state administration (ministries of the Slovak Republic)
• High availability of government cloud services up to geographical redundancy
• Build a disaster recovery connection between two geographically separate locations of the government cloud
• Effective load balancing down to the level of individual services in the government cloud
• Develop load balancing service and allocate this service under the existing cloud orchestrator

Technologies used

• F5 Viprion pre LTM (Local Traffic Module)
• F5 BIG-IP pre DNS (Domain Name System)
• Cloud SDN (Software Defined Network)
  orchestrator
• Cisco networking components

When one of the world’s largest chemical companies appointed Hewlett Packard Enterprise (HPE) to take over its Managed Service contract, HPE needed to complete a highly complex full-service global integration without its client providing any engineering support.

However when HPE was instructed that it couldn’t utilise its proprietary ITSM solution, it needed to find a way to integrate its HP Service Manager (HPSM) with its client’s existing SAP system. The big challenge was that these two systems were incompatible and unable to communicate with each other. Soitron was brought on board to handle the project on the behalf of HPE, and took on the challenge from start to finish.

Overview of the situation

Veolia Energia looked to Soitron to introduce a number of measures to facilitate and enhance its back office functionality. The solution needed to be remote because of the geographical spread of Veolia Energia’s facilities throughout Slovakia, thus travelling to provide user support proved very expensive and time-consuming.

Before appointing Soitron, Veolia Energia’s in-house team spent a majority of their time on operational tasks such as software upgrades and user administration. This was a major distraction from their focus on strategic tasks such as introducing company-wide efficiencies and increasing productivity across all operations.

Soitron introduced a desktop management solution. This was an affordable and easy to use way to support all users remotely, bring in transparent reporting for software licenses and improve security and other support of computers across all Veolia Energia locations in Slovakia.