C A S E S T U D Y
TURKCELL GLOBAL BILGI BOOSTS DATA CENTRE VISIBILITY AND CONTROL WITH RIVERBED
Muharrem Bozkuș, Head of IT Infrastructure & Operations at Turkcell Global Bilgi
As organisations scale complex, virtualised environments, achieving real-time visibility and consistency across critical applications has become essential for maintaining service quality. Turkcell Global Bilgi has transformed customer experience and enterprise service efficiency through Intelligent Observability powered by Riverbed AppResponse. Muharrem Bozkuș, Head of IT Infrastructure & Operations at Turkcell Global Bilgi, tells us how the company has achieved this by improving performance, reducing downtime and enabling more reliable service delivery at scale with greater transparency and control over its data centres.
About
Turkcell Global Bilgi has over 17,000 employees across 19 locations and delivers end-to-end customer experience solutions to more than 100 corporate clients.
Turkcell Global Bilgi, part of the Turkcell Group and Turkey’ s leading customer experience and contact centre services provider, needed better visibility and control over key applications to improve performance and reliability, especially those supporting its customer communication platforms.
The company decided to partner with Riverbed Technology, using Riverbed AppResponse to gain unified observability and accelerate performance across its large-scale data centre environment.
Challenge: Gaining full visibility across complex, multi-tenant environments
Turkcell Global Bilgi handles massive volumes of data and has millions of daily interactions for Turkey’ s top corporations. Maintaining uninterrupted performance across this ecosystem is vital, as even minor slowdowns can impact service-level agreements( SLAs), agent productivity and customer satisfaction.
As the company expanded, it faced significant challenges in monitoring and maintaining performance across a distributed and highly virtualised infrastructure.
With 3,500-plus virtual machines( VMs) operating across two major data centres, pinpointing the root cause of performance issues became increasingly difficult.
The IT team often had to determine whether a problem originated in the network, database or application layer – without the comprehensive visibility needed to act quickly.
“ We are the biggest customer experience centre in Turkey, with more than 100 corporate customers,” said Berkan Sert, Network and Security Manager at Turkcell Global Bilgi.“ With so many applications and virtual systems, performance and visibility are absolutely critical.”
The challenge was further compounded by the need to manage two parallel data centres. Without unified monitoring across both, the team lacked a complete picture of system health and availability, creating potential blind spots that could impact performance.
Recognising the need for greater transparency and control, Turkcell Global Bilgi sought an observability platform that could deliver real-time insights across all layers of its infrastructure.
Solution: AppResponse delivers actionable insights across applications and network
To overcome these limitations, Turkcell Global Bilgi implemented Riverbed AppResponse, a powerful solution for monitoring, analysing and optimising network and application performance in complex environments.
The deployment was carried out in one of the company’ s primary data centres, focusing on over 30 missioncritical applications. To enhance usability, the solution was customised with dashboards designed for specific business functions and IT teams. This cross-functional implementation involved collaboration between application, infrastructure and network teams to ensure comprehensive visibility.
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