Back to Case studyGlobal IT Service Provider Leverages TTBS PRI Solution to Boost Voice Infrastructure, Optimise Costs
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Headquartered in Mumbai, the organisation is a technology company with a network of branches in and outside India. It was established in 1995 and provides a range of end-to-end IT solutions to businesses of all sizes.
The organisation’s strong service delivery model and its technical expertise enable it to address the new operational and security issues that companies face in the age of digital transformation. It helps them choose bespoke tools and applications for their projects to maximise return on investment and reduce TCO.
With its vision to be a leading IT services provider, delivering quality solutions to global enterprises, the company has also received the 'Best VFB Partner' 'Best Competitive Account Breakthrough’ & 'Best IBM Sales Person' awards from IBM.
To manage its incoming call volume and facilitate smooth internal communication, the IT company was looking for a reliable voice solution. It preferred an end-to-end digital telecommunication setup that could work through its existing Private Branch Exchange (PBX) system.
The portfolio of voice solutions at Tata Tele Business Services (TTBS) includes Primary Rate Interface (PRI) for digital telecommunication. It offers a full featured, 2-way connectivity between ISDN compatible PBX and Public Switched Telephone Network (PSTN).
PRI’s ease of deployment and ability to support video conferencing - along with security attributes for enterprise communication - made it a suitable solution for the company. After watching a virtual demonstration, the company’s IT team signed up for the PRI service offered by TTBS.
Business Challenges
The enterprise had been using traditional PBX system comprising a physical stack of hardware and phone wires at its premises. While it had facilitated voice communications for a few years, the infrastructure maintenance became a nightmare as the volume of calls increased. It was necessary to move to a more mature and scalable solution.
As they looked for a better alternative, the IT managers wanted to utilize the existing infrastructure for a future-ready system of voice calls. Instead of switching over to free Voice over Internet Protocol (VoIP) applications, they preferred versatile PRI lines with dedicated bandwidth, and the ability to support simultaneous calls. While implementing a new setup, the company’s specific expectations were:
- It did not want to rely on the internet for voice calls and looked forward to jitterfree voice quality.
- For uninterrupted customer service and smooth communication with stakeholders, the new circuit also had to provide failover benefits.
- The line had to facilitate voice and video communications alongside data transfer without a complex infrastructure.
To ensure that it gets desired outcomes from the new solution it was investing in, the organisation preferred a documented service level agreement (SLA). High availability and low mean-time-to-resolve were to be the highlights of such an SLA.
TTBS Solution
Our solution architect deployed TTBS PRI connectivity for the company to fuel both inbound and outbound calls. While each PRI line is technically one channel, it can support 30 simultaneous calls – this feature made the solution appropriate for an organisation that sought seamless scalability in its voice service.
TTBS utilised the existing PBX system to activate the PRI lines, helping the company save costs on additional hardware and cabling. And the company could now use common lines for voice telephony and data transmission to reduce the burden on the internet connection.
The deployment of PRI lines met the company’s pre-specified expectations:
- Unlike common VoIP services, the PRI line was not dependent on the company’s internet connectivity and therefore provided consistent, clear voice quality.
- With the addition of a backup PRI line for failover, the communication system became more reliable and could keep functioning in the rare event of downtime on the primary line.
- Each PRI line could support 30 concurrent calls and the same line could be used for audio-video conferencing and data transfer via emails and project management apps.
We provided the PRI solution under an end-to-end SLA promising network service availability of 99.5%, and the mean-time-to-resolve complaints was not more than 4 hours. The company is entitled to service credits if at all there is a commitment breach.
Benefits
- Ease of deployment and management with scope for scaling of dialing capacity through every additional channel
- Better customer experience built by superior voice quality on a digitally enabled phone line
- Support for virtual conferencing without depending on a highspeed internet connection
- Simple invoice structure with a single bill reflecting the total amount for all channels
- More secure communications as PRI telecom setup cannot be tapped into easily
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The deployment of PRI lines helped the organisation to reduce its points of failure and manage the voice networks with fewer channel equivalents. It was also simple to configure on the existing infrastructure. Our solution provided the customer with all the benefits of digital telephony setup without using our internet connection for phone calls. It also helped them save more on their bill payments.
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