Back to Case studyGlobal BPO Services Provider Deploys SIP Trunk to Optimise Voice Services Cost-Effectively
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The organisation is one of the leading global business service providers for customer experience management and primarily offers BPO solutions. It runs round-the-clock contact centres at different locations in India, serving a range of industries that include education, healthcare, BFSI, telecom, and ISP.
Working to keep its customers’ businesses highly responsive, the company readily invests in future-ready innovation and is quick to adapt to new economic realities.
Business Challenges
Having served a global clientele for more than five years, the company urgently needed an advanced outbound voice solution integrated with its existing infrastructure. The organisation also expected the service to offer monitoring facilities and support both voice and data communication in their operations.
- A key challenge was the difficulty and costs involved in upgrading or modifying the hardware and equipment that were already deployed. Our customer wanted to utilise the existing setup while leveraging a new voice solution.
- The company also needed port redundancy configuration, which would involve connecting the primary and secondary interfaces to different switches so that a failover path works automatically if one of the switches goes down.
- The PRI connection deployed by the organization was unreliable as it involved copper wiring. Its cost of upgrading was also high.
Additionally, the customer wanted the new voice solution to be backed by a service level agreement (SLA). They expected the network to be fully managed and monitored by the service provider under an end-to-end SLA.
TTBS Solution
To upgrade the voice communication infrastructure for the company, Tata Tele Business Services (TTBS) provided an advanced IP-based technological solution, popularly known as session initiation protocol (SIP). Our team offered 1,200 channels with our SIP solution, with the service being deployed directly between the TTBS switch and the customer’s premises.
We also provided a /30 IP pool. The customer’s employees could now use host IP phones that bridge the gap between the TTBS switch and the incoming and outgoing calls at the contact centre.
- To help the customer avoid the inconvenience and costs of infrastructure upgrades, we integrated the SIP solution with the existing hardware. All incoming and outgoing calls could be successfully managed with SIP channels deployed on the traditional setup.
- We configured a shared dialler system with automatic fallback options for port redundancy. This ensured that calls could be seamlessly made and received even if one of the switches stopped working.
- SIP deployment helped to improve the call quality, and the call connect time also got reduced. The company’s employees could make their outbound calls more conveniently. The customers trying to reach the contact centre were also able to connect to the agents speedily.
TTBS provided its SIP solution with a comprehensive SLA under which we fully manage the equipment at the customer’s premises to maintain reliable voice calling services.
Our SIP setup also came with a user-friendly interface for network monitoring and administration.
Benefits
- SIP Trunk: Hassle-free integration with the existing hardware for effective resource utilisation
- Ease of scaling call capacity
- Cost-effectiveness due to low maintenance costs as compared to PRI lines
- SLA-backed managed solution allowing the company to focus on its operations as TTBS takes care of call service continuity and voice quality
- Auto failover to an alternative channel in case of sudden connectivity loss
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“We are happy to partner with a company that prioritised our business goals while deploying a voice service. The SIP solution provided by TTBS is a cost-effective and flexible way to manage calling operations. Its integration with our existing PRI set up was also admirable.”
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