Case Study: Convergys achieves load balancing of over one million voice calls per day with Radware’s Alteon 5224 ADCs

Convergys Load Balances over One Million Voice Calls per Day with Radware’s Application Delivery Controllers

Convergys, a Cincinnati-based global customer management firm with more than 125,000 employees and 150 call centers in 31 countries, needed a reliable way to load balance over one million voice calls per day across roughly 90 VoIP recorders and multiple recording servers. Losing recordings or experiencing recorder downtime risked customer dissatisfaction, so Convergys sought a scalable, global solution to eliminate outages during maintenance and ensure consistent call capture.

Convergys deployed Radware’s Alteon 5224 ADCs (certified for Verint IP Call Recording) to provide layer 4–7 load balancing, content switching, session persistency, advanced health checks with automatic failover, and DoS/SYN protections. Fourteen Alteon devices across four sites now support the recording infrastructure—enabling split recording and rerouting when a server is down, reliably load balancing over one million calls per day, minimizing downtime, and paving the way to standardize and expand the deployment.

Convergys

Shawn Anderson

Director of Interactive Recording