FEATURE
Turkcell Global Bilgi partnered with Riverbed Technology, using Riverbed AppResponse to gain unified observability and accelerate performance across its large-scale data centre environment.
Challenge: Gaining full visibility across complex, multi-tenant environments
As the largest customer experience service provider in Turkey, Turkcell Global Bilgi handles massive volumes of data and has millions of daily interactions for Turkey’ s top corporations. Maintaining uninterrupted performance across this ecosystem is vital, as even minor slowdowns can impact service-level agreements( SLAs), agent productivity and customer satisfaction.
As the company expanded, it faced significant challenges in monitoring and maintaining performance across a distributed and highly virtualised infrastructure.
With 3,500-plus virtual machines( VMs) operating across two major data centres, pinpointing the root cause of performance issues became increasingly difficult.
The IT team often had to determine whether a problem originated in the network, database or application layer – without the comprehensive visibility needed to act quickly.
Solution: AppResponse delivers actionable insights across applications and network
To overcome these limitations, Turkcell Global Bilgi implemented Riverbed AppResponse, a powerful solution for monitoring, analysing and optimising network and application performance in complex environments.
The deployment was carried out in one of the company’ s primary data centres, focusing on over 30 missioncritical applications. To enhance usability, the solution was customised with dashboards designed for specific business functions and IT teams. This cross-functional implementation involved collaboration between application, infrastructure and network teams to ensure comprehensive visibility.
One of the most significant outcomes of this implementation has been a dramatic reduction in our Mean Time to Resolution.
“ With AppResponse in place, we are now able to capture and analyse live network traffic, monitor real user interactions, and trace performance issues down to their root causes in real-time,” said Sert.
“ We have created more than 30 dashboards to monitor critical applications, and each dashboard provides actionable metrics that help our teams maintain service levels and optimise resource use.”
“ We are the biggest customer experience centre in Turkey, with more than 100 corporate customers,” said Berkan Sert, Network and Security Manager at Turkcell Global Bilgi.“ With so many applications and virtual systems, performance and visibility are absolutely critical.”
The challenge was further compounded by the need to manage two parallel data centres. Without unified monitoring across both, the team lacked a complete picture of system health and availability, creating potential blind spots that could impact performance.
Recognising the need for greater transparency and control, Turkcell Global Bilgi sought an observability platform that could deliver real-time insights across all layers of its infrastructure.
Beyond visibility, AppResponse helped uncover and resolve underlying inefficiencies that had long gone undetected. For example, the IT team identified and eliminated unnecessary DNS records, which were causing redundant lookups and performance lag across key applications. This optimisation improved network responsiveness and reduced latency across user sessions.
The deployment’ s success quickly gained visibility at an executive level. Leadership could now view measurable improvements through AppResponse dashboards and analytics, directly linking performance data to business outcomes.
Encouraged by these results, Turkcell Global Bilgi has begun planning the expansion of AppResponse to its second data centre, aiming for comprehensive observability across both production and backup environments.
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