Back to Case studyEmpire Industries, a business group with multiple offerings upgrades connectivity with TTBS PRI and Smart Internet
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Headquartered in Mumbai, the organisation is a business group managing diverse verticals including glass, machine tools, and industrial equipment manufacturing. It also owns commercial real estate enterprise, vending and food divisions.
Having started its operations in 1963 as a dyeing company, the organisation grew on to acquire different businesses and has been frequently awarded for its operational excellence and work culture.
The company has been associated with Tata Tele Business Services (TTBS) for a few years. It has sourced multiple information and communication technology solutions from us. It now wanted to upgrade its telephony and internet service setups without disintegrating the existing infrastructure.
TTBS provides end-to-end digital primary rate interface (PRI) lines that are widely used for voice and data transmission as also video conferencing. Our internet leased line (ILL) service called Smart Internet is another versatile connectivity solution for companies that are progressively adopting cloud applications in their routine work. After getting a demonstration of both the services, the business group decided to deploy them at its premises.
Business Challenges
With its constant business expansion and hiring of new employees, the company had been facing some connectivity issues with the old phone and internet setups at two of the offices. Instead of ripping apart their existing infrastructure, the management wanted to utilize the same platform for a more versatile and scalable communication system.
There were some issues that needed particular attention:
- The call distribution system was not working well for the workspace – if an extension was busy, another call on the same number could not be routed to the next available person and the caller usually had to hang up after hearing a busy tone.
- When a high number of employees used the legacy phone lines and internet together, they faced latency and jitter problems.
- The telephone and data connectivity service was provided by multiple vendors and not all were SLA backed.
To streamline business communication and strengthen collaboration with its marketing teams across the country, the company decided to get custom solutions from TTBS. We had already connected some of its other offices and the management was happy with the quality of service provided.
TTBS Solution
Our solution architects built a new communication system for the company’s office by deploying PRI lines and more than 30 Smart Internet lines.
The PRI lines were integrated seamlessly with the existing hardware. We also added a redundant PRI circuit for failover – this setup enabled the company to have a more reliable structure for voice communication because even if the primary link suffered an outage for a few seconds, the calls could be routed via the secondary circuit.
Smart Internet – the TTBS ILL channels deployed by our team – provided highbandwidth data connectivity to the office with symmetrical upload and download speeds.
The combination of PRI and Smart Internet addressed the communication issues faced by the organisation:
- PRI lines brought the facility of automatic call distribution – if a dialled number was busy, the incoming call could get automatically transferred to the next available agent instead of playing an engaged tone for the caller.
- As the PRI lines did not depend on IP-data connectivity, the voice quality was clear and not sensitive to shared data bandwidth.
- Smart Internet now fuelled the data needs for the company, and with its high speed it could support multiple cloud applications and video conferencing efficiently.
- TTBS became the single service provider for voice and data communications – it made the communication infrastructure easier to manage and simplified billing
The supervisors could join the calls of any agent and record them for feedback. And they could also use the whisper feature on a live call to support an agent fumbling for answers while speaking to customers.
TTBS provided Smartflo with an end-to-end SLA promising 99.5% service uptime, and our customer-service team is available round-the-clock to answer any question on the product’s usage.
Benefits
- Ease of deployment with digital voice connectivity provided on the existing infrastructure
- Better user experience due to automatic call distribution for internal collaboration and quick resolution of customer queries
- Cost-effective scalability and ease of upgrading internet bandwidth up to 1 GBPS
- Improved workforce efficiency enabled by Smart Internet’s high data transfer speeds for all cloud applications
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“The service we received from Tata Tele Business Services is exceptional. The PRI and internet leased lines were configured without disrupting our daily workflows. The positive impact of communication upgrade was visible from Day 1. Smart Internet brings in the additional value add of managed services and symmetrical bandwidth ” Mangesh Kadam, Empire Industries DGM - IT System
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