Mounting IT issues
NewVoiceMedia, the world’s leading cloud customer contact vendor, has been growing its customer base across the globe. As sales have increased, the company has expanded its own infrastructure to meet customer needs — adding offices from the UK to Australia, and a host of locations in between. Within each office, teams were initially supplied with NAS storage servers and VPN access to files. But VPN connections quickly proved problematic. As Global IT Services Manager Nithin Veeraarasu describes, “Remote access was an ongoing issue, especially for our sales team. They would try to pull information across the VPN using 3G hotspots, which wasn’t ideal. We started running into so many problems trying to sync documents and keep versions straight.” On top of connectivity and versioning challenges, Mac users — who account for 35% of the workforce — were encountering OS conflicts when trying to use the VPN. The mounting issues were complicating the expansion process and demanding an inordinate amount of time and energy from NewVoiceMedia’s IT team.
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