10x call center capacity added in weeks, before the holiday rush hit
Radial, an omnichannel e-commerce platform serving a broad roster of retailers, needed to support 3,500 to 4,000 call agents during COVID-19 peak demand. Their on-premise infrastructure supported 350. Hardware was backordered industry-wide. Presidio built the capacity on VMware Cloud on AWS in time, with no service disruption to Radial’s retail clients.
THE OUTCOME
Radial, an omnichannel e-commerce platform serving a broad roster of retailers, needed to support 3,500 to 4,000 call agents during COVID-19 peak demand. Their on-premise infrastructure supported 350. Hardware was backordered industry-wide. Presidio built the capacity on VMware Cloud on AWS in time, with no service disruption to Radial’s retail clients.
HOW THEY GOT THERE
Presidio deployed Horizon on VMware Cloud on AWS and stood up two software-defined data centers, east and west U.S., giving Radial fully redundant coast-to-coast coverage. VMware’s Elastic DRS auto-scales clusters every five minutes based on actual demand. F5 load balancing and Silverpeak SD-WAN tied the cloud environment to Radial’s existing infrastructure. The migration ran in parallel with a full VDI redesign.
WHY IT WORKED
Buying hardware to handle a once-a-year spike was already a poor model. The pandemic made it impossible. Elastic cloud infrastructure meant Radial could meet a 10x demand surge without a 10x capital investment, then scale back when the season ended. East-west redundancy gave Radial a permanent foundation for reliability and cost-efficient scaling in every season that follows.