Contact Center Services relocated production to E1/E2, BGU cleared

1. Case study: says what we have done for AZ TR: Mustafa : As IS to To Be

2. Customer quotes: elaborate
3. What is actually CCS
4. What we are doing for our customers globally
5. Addln: BGU move :
6. Closing: what is in our pipeline

Contact Center International (CCI) and Allianz Germany Customer Contact Center (CCC) left
BGU. Read beyond if you interested to know who did it, what is new and what it means for
Allianz Customers.

The CCI as well as CCC services are run by the global Contact Center Solution Team
(CCS). The services are delivering a wide range of applications that connect Allianz
Customers to Allianz Employees. These include skill based call distribution (ACD), call
recording, quality management, CRM integration, work force planning, outbound dialer, real-
time reporting, customer-chat and many more.

CCS is handling way more than customer damage claims or sales calls via phone. It is
delivering global emergency calls from cars, hospitals, elderly people large multinational
organizations and expats for main European brands 24/7.

Within Allianz Technology this is the single most critical service family for our End Customer.
End customer attention is translating literally into the single most demanding service for the
data center (DC).

As of May 19th, all customer facing services were routed to E1 and E2, the strategic Allianz
DC in Frankfurt and Paris. As of July 12th all CCI services have been shut down in BGU. As
per July 17th all gear is removed from Datacenter Unterföhring for CCI. As per July 27th CCC
service had been completely removed.

This is ending an era for CCS. The new DC is finally state of the art. It allows an
unprecedented power density reducing the number of used racks by half. Further, it allows
full geo-redundancy for critical services including connection to the Public Telephony. The
new DC allow us to cut in AGN and telephony providers from each node. This is an
tremendous level of geographical redundancy on CCS (high availability over geo redundant
DC). Even if a full DC goes offline, Allianz customers will not suffer an interruption in calls.

With the switch to E1/E2 CCS upgraded its compute layer to the next generation and is now
running a hyper-converged CISCO environment. The first of its kind. In terms of scaling
flexibility and run cost, this solution has convinced even the largest CCS customer, Allianz
Germany, to join the platform. This setup is now enabling CCS to react to new customer
compute demands within weeks. DC services has proven this in March when an additional
20% compute was installed and brought to production within only 3 weeks.

The connectivity between the DC sites is still being optimized. A cross functional team
between IBM, AGN and CCS is working to increase the resilience of the connection.

Thanks to all who enabled this forward leap: CCI Customer Allianz Partners UK, Turkey,
Dubai, AWC, Germany, Austria, Italy, GCC, B2B2C, Allianz Ireland, Allianz Benelux, DCC,
AGN, IBM, the entire CCS team and many, many more.

The achievements of the project teams are really incredible and carry an outstanding result:
migration and decommissioning of hundreds of servers were in time to enable the BGU
shutdown. The team worked very precise, reliable and engaged on these smooth migrations
and especially the open communication and close collaboration were important success
factors for the fantastic result. Each and every challenge was identified, mitigation actions
were planned and implemented to reduce risk and issues. In the end it was a really great
team result in a challenging journey. Thanks for all your help!

To read more on CCS services go here: https://connect.allianz.com/groups/cci-contact-

center-international

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