Case Study: Radial achieves 10x call center capacity with Presidio and VMware Cloud on AWS

Radial scales call center capacity 10x with Presidio

The customer, Radial, an omnichannel e-commerce platform, faced the challenge of needing to support a 10x increase in call center capacity for the holiday season, from 350 to over 3,500 agents, during a time when hardware was unavailable due to industry-wide backorders. Presidio was engaged to build this new capacity using VMware Cloud on AWS without causing service disruption to Radial's retail clients.

Presidio deployed Horizon on VMware Cloud on AWS, establishing two fully redundant software-defined data centers to provide coast-to-coast coverage. The solution utilized VMware’s Elastic DRS for auto-scaling and integrated with Radial's existing infrastructure. This allowed Radial to successfully meet the massive demand surge with no capital investment in hardware. Presidio delivered the project on time, completing the migration before the November peak season.

Radial