Teleperformance Nearshore Region (NSR) protects its customer service operations with faster recovery from Veeam

Having a capable tool like Veeam Backup & Replication makes it even easier for Teleperformance NSR to respond to disaster recovery and cybersecurity incidents.
Carlos Romo
Database and Senior Backup Manager
Teleperformance

The Business Challenge

Through its network of contact centers, Teleperformance NSR provides enterprises across Mexico, Central America, and the Caribbean with customer care, technical support, collections, customer acquisition, and other specialized outsourcing services to ensure consistently positive customer interactions.

To power these services, the company depends on its IT infrastructure. Teleperformance NSR processes petabytes of data to support core business systems for financial accounting, payroll and customer relationship management. These processes are distributed across multiple VMs hosted in a hybrid environment of on-premises and cloud-based platforms.

“Over the years, we’ve been steadily enhancing our digital services in response to business growth,” said Carlos Romo, Database and Senior Backup Manager at Teleperformance NSR. “If any of our key IT systems went offline unexpectedly, it would be very difficult to maintain normal day-to-day operations.”

When COVID-19 hit, many Teleperformance NSR employees were forced to switch to remote working—introducing additional data protection risks.

“In the past, some of our data protection activities required the physical presence of an employee, which is something we can no longer depend on in the wake of COVID,” said Romo. “To safeguard our mission-critical systems, we decided to look for a new backup solution that would allow us to protect the entire VM environment and restore services 100% remotely.”

The Veeam Solution

To realize its data protection objectives, Teleperformance NSR selected Veeam Backup & Replication with Veeam Backup for Nutanix AHV.

“With Veeam, we get the flexibility to select best-of-breed server and storage solutions, which allows us to improve our operational cost-effectiveness,” said Romo. “The solution is also extremely intuitive; even though some team members did not have previous experience in the Veeam solution, we got up to speed very quickly.”

Working with Veeam, Teleperformance NSR configured the new solutions to back up its VMs. Using the SureBackup capability, the organization can automatically verify that its VMware backups are free of malware and functioning normally.

“In the past, restoring data was a very labor-intensive process,” said Romo. “Today, we have strong processes and controls in place to test our backups while keeping human resourcing requirements lean. In fact, SureBackup provides test results in minutes—giving us the peace of mind that we will be able to restore our VMs in a recovery scenario.”

Throughout the deployment process and beyond, Teleperformance NSR has worked closely with Veeam to help ensure the optimal configuration for its new data protection solution.

“The Veeam team was attentive and responsive to our needs,” said Romo. “We greatly value the technical support and best-practice recommendations from the pre- and after-sales teams. Everyone we’ve worked with has demonstrated a high level of knowledge, experience, and a commitment to making us feel we are in safe hands.”

By orchestrating its VMware and Nutanix backups via the Veeam solution, Teleperformance NSR can protect its mission-critical services in an age of remote working. The company has also configured the solution to create immutable backups, which will guard against the risk of accidental deletion and ransomware attacks.

“By configuring our solution to prohibit deletion of backup data for a set time period, we greatly reduce our exposure to many types of cyberattacks,” said Romo. “Having a capable tool like Veeam Backup & Replication makes it even easier for Teleperformance NSR to respond to disaster recovery and cybersecurity incidents.”

The Results

  • Cuts RTO, enabling remote recovery of VMs in as little as 10 minutes.
    “We can now choose from multiple VM images created over a period of several days, which allows us to quickly roll back to the desired recovery point,” said Romo. “All of this can be done remotely, eliminating any dependency on physical access to the data center.”
  • Increases backup coverage to 99.9%, reducing the risk of data loss in a recovery scenario.
    Teleperformance NSR can now create multiple full and incremental daily backups, delivering a better RPO for high-priority services.
  • Ensures immutable backups, guarding against ransomware threats.
    Teleperformance NSR has configured the solution to prevent deletion of backup data for a preset period, preventing cybercriminals from encrypting its VM images and mitigating the risk of business disruption.

Company:

Teleperformance is a global specialist in business process outsourcing, omnichannel and customer experience, with more than 420,000 employees and operations in over 80 countries. In Mexico, Central America, and the Caribbean, Teleperformance Nearshore Region (NSR) delivers outsourced customer experience management services to brands across multiple geographies through its network of contact centers.

Challenge:

As the digital services that support its contact center business grew, time-consuming backup and restore processes made it impractical for Teleperformance NSR to protect all its virtual machines (VMs). When the COVID-19 pandemic struck, the company realized that IT department employees might be unable to access its data as frequent before pandemy, increasing the complexity of recovering its systems in a disaster scenario.

Results:

  • Cuts RTO, enabling remote recovery of VMs in as little as 10 minutes.
  • Increases backup coverage to 99.9%, reducing the risk of data loss in a recovery scenario.
  • Ensures immutable backups, guarding against ransomware threats.