Given the rate at which IBM Daksh has grown over the years, there can be
little doubt regarding the problems or issues that came in the way of the
organization. Of these issues, perhaps the most significant one was that of
achieving some sort of network synchronization across various locations.
According to S Gopalakrishnan, vice president, Technology, IBM Daksh Business
Process Services, As IBM Daksh grew significantly over the years, the
organization required scalability and flexibility in its technology platform
across all delivery centers so that it would enable easy and seamless
implementation of any type of customer contract or technology solution,
regardless of the geographic location.
There were a few things in this case that posed a huge challenge to the
company. The primary one was something called the network habits of customers.
Every customer operates and accesses his network in a different way. Thus a
synchronization had to be achieved between the customers technology and the
companys technology, observes Gopalakrishnan.
Thus IBM Daksh sought to find the most apt way by which the company could
standardize the way every customer connects to the network. The solution was a
fully virtualized network service delivery across all service delivery
locations. The virtualization drive has yielded tremendous results, though it
was not devoid of challenges.
What existed earlier was a point to point delivery network. This complex
implementation changed that and connected various delivery locations in a cloud.
This helped them not only in strengthening their delivery processes but also in
transmitting real time services. Says Gopalakrishnan, Unlike other industries,
such as manufacturing or FMCG, the ITeS industry has the unique requirement that
networks need to transmit voice and data in real time. Furthermore, the
industrys unique delivery SLAs imply that there is a very low tolerance for
even momentary glitches. The system also needs to be resilient and robust enough
to support the on-boarding of a multitude of customers and their unique
individual requirements for connectivity and SLAs. Moreover, the high volume of
Personally Identifiable Information (PII) of end customers that the industry
handles on a regular basis necessitates the integration of high-end, and
impregnable security mechanisms.
All these standards are not only complex but also require tremendous effort
to be inculcated in one system. But that is what the ATM network has managed to
achieve for IBM Daksh. The fully-meshed Asynchronous Transfer Mode (ATM) network
developed at IBM Daksh provides virtual voice and data connectivity for each
client while simultaneously meeting all unique security, interoperability, and
SLA requirements for different clients. This single virtualized network also
meets all business requirements to service the flexibility required by both the
end customer as well as IBM across all geographies. In addition, the virtual
network provides built-in business continuity empowerment through seamless
availability of all services at an alternate location via no more than managed
The network is also designed with built-in scalability and interoperability
with other ATM networks, data networking devices, different versions of Private
Branch Exchange (PBX). It also takes into account technology developments, such
as Multiprotocol Label Switching (MPLS), without making further investments.
According to Gopalakrishnan, this network solution has helped them on various
fronts and added key differentiators to their business like flexibility,
adaptability, reliabilitym, security and speed of deployment.
The network also delivered some tangible results like achievement of high
up-time for all clients, SLA commitments on packet loss and latency parameters,
flexibility in ramp-up and ramp-down, etal. And all this was made possible
within a span of eleven months.