Arina Technologies

Enhancing Customer Experience through Digital Transformation

As the digital landscape evolves, ensuring a seamless customer experience is crucial for maintaining brand loyalty and driving sales. Arina Technologies spearheaded the migration of TELUS International's critical workforce-management application to Google Cloud, setting a new standard in reliability and performance.

The Migration Journey

Arina Technologies facilitated the migration of Verint, a key component of TELUS International's Cloud Contact Center platform, from an on-premises data center to Google Cloud. This strategic move was aimed at optimizing customer service capabilities across global service centers through advanced automation and AI-driven analytics.

Beginning with comprehensive interviews with stakeholders ranging from the CEO to developers, Arina Technologies gained a deep understanding of the application landscape. This thorough analysis was instrumental in crafting a tailored migration strategy.

Migration Tools and Strategies

Using advanced tools like Velostrata and later Migrate for Compute Engine, Arina Technologies executed a meticulous migration plan. The approach included both 'lift and shift' and application transformation to GCP native architecture employing modern cloud technologies such as Kubernetes, Cloud Functions, and Pub/Sub services.

A detailed Migration Operation Procedure was developed to guide the process, ensuring every step was clearly defined and followed.

Collaboration and Execution

Throughout the migration, Arina Technologies worked closely with various teams, including backup, ServiceNow, Commvault, and other essential service agents. This collaborative effort was crucial to address all facets of the migration seamlessly and efficiently.

Post-Migration Success

After migrating to Google Cloud, the focus shifted to working with application owners to ensure there were no issues post-migration. The results were outstanding, with significant improvements in system performance and operational efficiency. TELUS International's clients reported dramatic improvements, experiencing enhanced speed and reliability in their services.

Future Plans and Continuous Improvement

Building on this success, TELUS International plans to migrate additional components of Verint to Google Cloud. Arina Technologies continues to support their expansion and integration of further cloud-based services, facilitating a robust platform for ongoing innovation and growth.