For nearly 70 years, the lines of communication between the North Island Credit Union in San Diego County, Calif., and its customers remained clear. In 2006, however, the staff of the locally owned financial cooperative began noticing a troubling echo in communications between employees and members.
The inconsistent nature of the problem, combined with the limited capabilities of the legacy performance-management solution, kept the network and telecom team, as well as a consulting team, from pinpointing the source of the trouble.
North Island employs nearly 500 staff members, with approximately 200 people based at the corporate headquarters in San Diego, and another 250 staff in 17 branch offices and a full-service contact center. To remain the financial institution of choice for current and prospective members requires a robust behind-the-scenes back office infrastructure, so North Island has data centers in Chula Vista and Irvine, as well as an emergency operations center in San Diego County.
A converged voice and data wide area network (WAN) comprised of Cisco routers, switches and call managers support multi-protocol label switching, Frame Relay, DS-3 and T-I protocols and connections, along with a myriad of commercial off-the-shelf and custom applications. Responsibility for the network and applications falls to the network and telecom department, part of North Island’s information technology organization.
The department’s team of 11 consists of four groups that focus on security, database management, Windows applications management, and voice and data network management. To help them plan, design, implement and operate the infrastructure to meet functional requirements and optimize current and future performance, the team has worked closely for several years with Nexus IS, a California-based Cisco Gold Certified Partner.
Although the North Island and Nexus IS teams suspected the anomaly was the responsibility of one of their service provider partners, they could not prove this hypothesis. Furthermore, the…
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