Back to Case studyA Renowned Pharmaceutical Research Enterprise Leverages TTBS Voice & Data Solutions to Improve Productivity, Save Costs
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The company is a research-oriented fully integrated pharmaceutical enterprise that manufactures and markets formulations and active pharmaceutical ingredients. With decades of experience in the Indian pharma industry, it also has a strong presence in global markets across 50+ countries. The company employs around 6,000 personnel, including more than 300 skilled scientists.
Committed to delivering the best of products, the company ensures optimum quality in all stages of its operations - from production and testing to marketing and customer relations. It has also adapted to current Good Manufacturing Practices (cGMP) with strict adherence to environment safety
The company had already liaised with Tata Tele Business Services (TTBS) for its internet leased line (ILL) and wireless LAN setups. It found good value propositions in our solutions and now needed both primary rate interface (PRI) and session initiation protocol (SIP) trunk lines to diversify its telephony infrastructure. The IT team had to build a reliable infrastructure for internal and external communication. They needed a mix of PRI and SIP to materialize the plan.
Business Challenges
Seamless communications with customers and stakeholders are critical to business success. While the pharma company did have a sound setup for its digital operations that were fuelled by dedicated Smart Internet (ILL solution), it needed to upgrade its voice solutions using technologies that would offer failover benefits and would also be easy to scale. Such features were essential to ensure seamless coordination between dispersed research facilities.
Having experienced our products and post-sale services, the organisation contacted TTBS again to procure new solutions. The stated business requirements for this project were as follows:
- Ability of each SIP trunk to support more than 100 simultaneous phone calls at the customer service centres
- A reliable call distribution system enabling incoming calls to automatically land on the next available extension if the direct inward number being dialled is busy
- High uptime and technical support backed by service level agreement (SLA) instead of services provided on best-effort basis
Additionally, the company expected a low-maintenance infrastructure and costsavings on voice calls as it was investing in voice over internet protocol (VoIP) with SIP trunks for a part of its communication.
TTBS Solution
As per the company’s business needs and the number of employees who had to use the telephone lines, TTBS installed a network of both PRI lines and SIP trunks at the locations specified by the administration team.
The PRI solution gave the enterprise 30 channels with every single link, enabling scalable connectivity for business growth. On the other hand, the SIP trunk solution added the strength of a flexible, scalable and future-ready IP-oriented voice solution. The SIP setup started functioning smoothly as the company already had TTBS Smart internet as its dedicated ILL connection.
Working together, the solutions addressed the organisation’s specific expectations:
- SIP trunks gave the company the ability to handle up to 1500 simultaneous calls on every single link and the call capacity could be scaled in multiples of 10.
- The PRI lines made call distribution quick and balanced besides bringing a noticeable improvement in voice clarity.
- Our unmatched SLA offering with network service availability of 99.5%, a mean-time-to-resolve of 4 hours, and service credits in case of commitment breach, gave users the quality assurance they needed from professionally managed telephone services.
While deploying the new lines, our solution architects made maximum use of the existing infrastructure. Also, because the internet and LAN services were provided by TTBS, the maintenance issues for the company were practically eliminated. The PRI and SIP plans were also cost-effective in the long run.
Benefits
- Ease of deployment and management with scope for scaling of dialling capacity via every additional channel
- Consolidated communication system combining voice and data services
- Smooth functioning of mission-critical enterprise apps as calls handled by PRI lines left adequate bandwidth for them
- Seamless scalability to support calling requirements of a growing pharmaceutical research company
- Better customer experience built by superior voice quality on jitter-free phone lines
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The blend of PRI and SIP technologies gave the organisation a robust communication setup that optimises experience with voice calls and video conferencing while also being easy to scale. The customer felt that TTBS provided them with best of ICT solutions across all work locations. They were happy with the voice and data services provided and recommended TTBS team to anyone looking for resilient digital systems.”
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