FEATURE to redefine excellence in customer experience management, turning data into insight and insight into business advantage.
We asked Muharrem Bozkuș, Head of IT Infrastructure & Operations at Turkcell Global Bilgi, further questions to find out more about the project.
What were the biggest operational challenges Turkcell Global Bilgi faced in managing performance and visibility across its two data centres and more than 3,500 virtual machines?
As the leading customer experience and contact centre services provider in Turkey, Turkcell Global Bilgi handles massive data volumes and millions of daily interactions for top corporations. Maintaining uninterrupted performance is absolutely vital across this ecosystem, because even minor slowdowns can significantly impact our service-level agreements, agent productivity and overall customer satisfaction.
As our company expanded, we faced significant challenges in monitoring performance across a highly virtualised and distributed infrastructure. Specifically, with more than 3,500 virtual machines operating across two major parallel data centres, pinpointing the root cause of performance issues became increasingly difficult.
Our IT team struggled to determine whether a problem originated in the network, database, or application layer because we lacked the comprehensive visibility needed to act quickly. Furthermore, the lack of unified monitoring across both data centres created potential blind spots regarding system health and availability.
How has implementing Riverbed AppResponse improved your ability to monitor and troubleshoot critical applications supporting more than 100 corporate clients?
Delivering end-to-end solutions to more than 100 corporate clients requires fast, reliable access to over 30 core business applications. Implementing Riverbed AppResponse has fundamentally transformed our monitoring capabilities by providing powerful tools to analyse and optimise network and application performance in our complex environment.
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. One of the most significant outcomes of this implementation has been a dramatic reduction in our Mean Time to Resolution, or MTTR.
With detailed performance data available, our IT teams can now identify and resolve issues proactively rather than reactively. This fundamental shift has improved our system uptime, minimised operational disruptions, and significantly strengthened service reliability across our critical enterprise applications.
Can you explain how Unified Observability has helped your teams identify root causes of performance issues across network, application and database layers?
Previously, when performance issues arose, our IT team often had to guess whether the problem originated in the network, database or application layer, as we simply lacked the comprehensive visibility needed to make quick diagnoses.
Recognising this limitation, we sought a platform capable of delivering real-time insights across every layer of our infrastructure. Unified Observability through Riverbed AppResponse has completely resolved this challenge by making detailed performance data accessible at the network, application and user levels.
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