Back to Case studyFintech company overcomes limitations of PSTN lines with SIP Trunk
ShareHighlights
- SIP Trunk: Ease of handling large call volume including both inbound and outbound calls
- Deployment of SIP trunks on existing PSTN infrastructure
- Elimination of downtime issues for resilient business continuity
- Improved call quality
- Cost savings in scaling up the capacity of telecommunication infrastructure
Introduction
The customer is a leading Fintech business based out of North India, providing consumer finance services in nine countries. Using a flexible business model involving online and offline platforms, the company helps customers procure instant loans, insurance and EMI solutions securely.
Business Challenges
The organisation needed a cost-effective IP-based voice solution to handle incoming and outgoing calls. For cost savings, it also wanted to integrate the solution with its existing server.
There were critical issues with the existing PSTN setup that led to poor voice quality and frequent downtime incidents. Other problems that needed addressing were:
- The call volume had grown too big to be managed by PSTN lines and extending the infrastructure would have increased costs. Also, it was hard to track agents’ performance with multiple trunk calls and DID numbers.
- The company required an effective outbound contact centre platform that would allow their agents to make collection calls for delinquent accounts or remind customers about missed instalments on loan repayments.
- Another challenge was to centralise the calls being managed from different locations on an integrated portal. The call log details for every agent were to be recorded on a common data centre.
TTBS Solution
Tata Tele Business Services (TTBS) resolved the customer’s concerns by providing its Session Initiation Protocol (SIP) voice connectivity solution. Our team deployed a single physical link with support for 500 additional calls. SIP is a virtual extension of analogue phones lines that can connect multiple channels to PBX for long-distance calls over the internet.
- Deploying SIP Trunk for different geographical locations helped the organisation receive and make concurrent calls easily. The agents simply needed to use different location codes for regional and local coverage while dialing outcalls.
- As the calls were channelised through a high-speed internet connection, there was an improvement in voice quality. The call answering rate improved, and downtime risks were mitigated.
- Our customer appreciated the cost efficacy of this solution as it did not require complete replacement or disintegration of their PSTN infrastructure. The SIP Trunk optimised call handling abilities by upgrading the existing setup.
The SIP Trunk solution also enabled the agents to check details about the customers while speaking to them from different locations. They achieved a high trunking termination call per second of CPS 40 to attempt the maximum number of calls in their shifts .It became simpler to trace their call handling abilities on this IP service.
Most importantly, the solution helped the company maintain its SLA and made it feasible to focus more on customer service and business growth.
