In retail, the contact center brings together sales, customer support, and internal process routing. During promotional campaigns, even an hour-long outage can result in lost orders and reduced customer loyalty. When a retail network is distributed across the country, the requirements for network availability and performance become even more demanding.
This article examines the case of the idea retail chain, which migrated its telephony infrastructure to the UzCloud cloud environment. We explain how the company eliminated capital expenditure on equipment, addressed regulatory requirements, and ensured stable operator performance during peak loads.
IT Infrastructure Scale and Project Objectives
The idea chain of home appliance and electronics stores operates 80 branches across Uzbekistan and continues to open new locations. The contact center workload is consistent with the scale of a large enterprise:
- More than 50 operators are working on the line simultaneously.
- Around 20 specialists process online orders in e-commerce, while another 30 employees handle hotline calls, service requests, and customer consultations.
Technical and Business Requirements
To modernize its telephony infrastructure, the retailer defined the following criteria:
- Minimum network latency (ping < 2 ms) for fast transmission of voice packets.
- Compliance with government requirements for the storage and processing of personal data.
- A resilient connection between cloud telephony and the corporate Bitrix24 CRM system.
The Challenge: Limitations of the Previous Provider and Compliance Risks
Before the project began, the chain used a virtual telephony solution from a third-party provider. The service was sufficient for basic voice routing, but as the branch network grew, the company needed to improve integration reliability and bring the infrastructure into compliance with regulatory requirements.
Security Requirements and Law No. ZRU-547
The main driver of the change was the need to ensure legal compliance. The Law of the Republic of Uzbekistan "On Personal Data" (ZRU-547) defines requirements for data processing: personal data of Uzbek citizens must be localized and stored on physical servers within the country. For the retailer, this meant moving the telephony infrastructure into the environment of a national cloud provider.
Technical Challenges and CRM Integration
Under high load, data transmission between the previous provider’s virtual PBX and Bitrix24 was subject to delays. Customer cards did not always load promptly when an incoming call arrived, while interaction history often had to be searched manually. This increased average handle time (AHT).
The previous architecture also required high resilience to peak loads. The retail network needed a system capable of handling traffic growth during sales campaigns without compromising call quality.
The Solution: Cloud Infrastructure Based on UzCloud
To address compliance requirements and ensure stable communications, engineers deployed the telephony architecture using UzCloud cloud resources.
Internet connectivity for retail locations, telephony, and cloud servers operate within a single UzCloud technology environment. This approach gave idea two key advantages:
- Single point of responsibility: one provider is responsible for the IT infrastructure, simplifying administration and communication.
- Enhanced SLA: the agreement defines higher service availability targets and priority 24/7 support.
Data Localization and Direct TAS-IX Connectivity. Telephony nodes were deployed on UzCloud cloud servers with a direct connection to the TAS-IX traffic exchange point. Compute resources, virtual machines, and data storage systems are physically located in data centers within Uzbekistan.
Stable Integration with Bitrix24. Engineers configured an API integration between the cloud telephony infrastructure and the Bitrix24 production environment and optimized the network protocols. Fast data exchange between the servers resolved the latency issue: when an incoming call arrives, customer information is transferred to the CRM without unnecessary delays.
Service Resilience
To ensure continuity of operations, the telephony architecture was built with redundancy for the platform’s key components. If technical issues occur on individual network nodes, the system remains operational and continues to accept incoming calls.
Business Results: Key Metrics
Migrating to UzCloud cloud resources improved the stability of IT operations and optimized the retail network’s costs:
- No CAPEX: the chain eliminated the need to purchase and maintain its own server hardware for the virtual PBX. Opening new branches no longer requires on-site server installation: connectivity is provisioned at the software level. The company pays only for actually consumed resources under an OPEX model.
- Low network latency (ping < 2 ms): thanks to the direct TAS-IX connection, average network response time is below 2 ms. This supports voice traffic delivery with minimal delay and packet loss.
- Automatic scaling during peak periods: during major sales campaigns, call volumes increase sharply. Cloud compute capacity automatically scales with the growing load, preserving service availability. After the campaign ends, resources are released, so the company does not overpay for idle capacity.
- Service reliability and availability: UzCloud cloud infrastructure availability is 99.982%, while telephony service availability is 99.95%. In practice, this supports continuous contact-center operations and reduces the risk of lost orders even during peak sales periods.
Conclusion
For large enterprises, telephony is a critical part of the IT infrastructure, supporting data security, regulatory compliance, and flexible budget management. The idea case demonstrates that replacing the limitations of third-party virtual services with managed cloud infrastructure can help scale branches faster while maintaining service quality.
If your company needs resilient infrastructure integrated with TAS-IX, aligned with the requirements of Law No. ZRU-547, and designed to optimize equipment-related costs, submit a request for a migration cost estimate. Our architects will design a solution tailored to your business requirements.