Back to Case studyCustomer-Focused ITeS Company Optimises Call Handling Capacity With TTBS SIP Trunk Solution
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Headquartered in Delhi and with offices in three other metros, the enterprise helps its clients improve their recruitment processes. It enables them to filter out forged academic and employment credentials while shortlisting candidates for interviews.
The company also provides custom software solutions to automate mundane office routines and streamline organisation-wide business workflows. Such measures increase long-run employee productivity and build an inclusive operational style.
As its customer base extended, the company outgrew its legacy voice communication system and decided to switch to Voice over Internet Protocol (VoIP) solutions. Session initiation protocol (SIP) technology was the best option as it could be deployed on their existing PBX infrastructure. Tata Tele business Services’ (TTBS’) SLA-backed SIP Trunk carried optimal features, prompting the decision-makers to sign up for the solution.
Business Challenges
Addressing queries by phone was an integral part of the organisation’s customer service process. It also made frequent outbound calls to generate new leads and communicate with existing clients. When the plain, conventional telephone system’s analogue lines failed to keep up with business growth, it was essential to look for a more evolved alternative.
The company expected the new voice solution to meet certain specifications to derive good returns from their investment:
- The service had to be feature-rich with no scalability issues.
- There was a need to handle concurrent incoming/outgoing calls via different transmission paths.
- It was necessary to incorporate redundancy benefits in the upgraded system to ensure reliable uptime.
The company also wanted to configure new voice communication channels on their existing PBX architecture to minimise the setup costs.
SIP Trunk was the most suitable internet protocol solution to fulfil such requirements. Its ability to boost call handling capacity faster than legacy phone lines also made it an ideal choice for the organisation.
TTBS Solution
Our solution architects leveraged the customer’s on-premise PBX setup to deploy TTBS’ SIP Trunk. Their existing high-speed internet service also proved to be an added advantage for digitalised voice communication.
SIP Trunk replaced the multiple fixed PSTN lines with a single physical link supporting up to 1,500 simultaneous calls. It also met the organisation’s specific needs:
- TTBS SIP Trunk came with features such as direct inward dialling, direct outward dialling, and closed user group calls. It could be easily scaled in multiples of 10 channels.
- Besides facilitating concurrent calls, SIP Trunk also offered a full range of multimedia capabilities as the service could be used for texting, file sharing, and web conferencing.
- The solution came with strong failover capabilities, allowing the rerouting of calls to other locations or employees’ mobiles in the event of sudden system failures and internet outages.
Setting up the SIP Trunk service was not a laborious task in this project as the customer already had a supportive infrastructure. They could optimise their call handling capabilities cost-effectively and got an easy-to-manage digital communication system.
Benefits
- SIP Trunk: Instant ROI with quick deployment of IP solution over existing PBX infrastructure
- Ease of scalability to support a growing ITeS company
- Resilient business continuity underpinned by strong failover capabilities
- Consolidated communication system Consolidated communication system combining voice and data services
- Improved customer experience with faster call connects, better voice quality, and reduced downtime risks
- Stronger security with the monitoring of business internet connectivity
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“Upgrading to SIP Trunk for an end-to-end unified communication system was a good decision as it improved the utility of our PBX architecture and is simpler to manage. With this TTBS solution, we can now handle more calls and have the benefit of superior voice quality.” Mahesh Khiwal, Vice President, Client Servicing and Sales
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