Turkcell Global Bilgi Boosts Customer Experience with Riverbed Observability

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Challenges

Lack of consolidated observability across two major data centers and 3,500+ virtual machines
Slow performance of critical customer-facing applications
Difficulty isolating root causes across multiple IT systems
Requirement for fast, reliable access to 30+ core business applications serving major Turkish corporations

Benefits

Reduced mean time to resolution (MTTR) for improved customer satisfaction
Removed duplicate DNS records to improve network responsiveness and reduce latency
Improved agent efficiency and user experience
Data insights support leadership and growth

Overview

Founded in 1999 as part of the Turkcell Group,Turkcell Global Bilgi is Turkey’s leading customer experience and contact center services provider. With over 17,000 employees across 19 locations, the company delivers end-to-end customer experience solutions to more than 100 corporate clients. The company needed better visibility and control over key applications to improve performance and reliability, especially those supporting its customer communication platforms.

Turkcell Global Bilgi partnered with Riverbed Technology, using Riverbed AppResponse to gain unified observability and accelerate performance across its large-scale data center environment.

Solution

Network Observability

Riverbed® AppResponse

“With AppResponse in place, we are now able to capture and analyze live network traffic, monitor real user interactions, and trace performance issues down to their root causes in real-time.”

Berkan Sert, Network and Security Manager

Turkcell Global Bilgi