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Executive Summary

Tampa, Florida based AnswerFirst is a leading provider of broad range of call center telephone answering services that include virtual office, order taking, voice mail, appointment scheduling, client care, catalog order entry, e-commerce solutions, reservations, fulfillment, technical support, messaging, and shopping cart solutions. In order to match data needs of the business, AnswerFirst was using a pair of T1 circuits from separate service providers terminating in two Cisco 2600 Series routers. In 2008, AnswerFirst decided to upgrade its existing system as it had grown old and was causing troubles. The company then decided to deploy Vyatta open networking appliances as that was the only way in which the company could operate its VMware on its existing hardware and make its routers virtual. This is also the basis of discussion on this case study. Some of the other advantages that Vyatta offered to AnswerFirst were that it provided a simple solution for configuration, offered easy solution to virtualization, lowered the total cost of ownership, brought reliability to their system, gave them the option to reuse their existing infrastructure, and provided solid support. In addition, this edition of the software provided security alerts, updates, knowledge base, and technical support thus allowing the technicians to deal quickly with major issues that may be harmful for the business. Vyatta has also played an important role in the disaster recovery process of the company.

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