Renowned IT Security Software Company Connects its Contact Centre Offices with TTBS Smart VPN


Highlights

  • Improved productivity with direct and secure access to enterprise apps
  • Future-ready architecture for growing business requirements
  • Robust business continuity afforded by more reliable uptime
  • SLA-backed service guaranteeing fast data transmission and reduced network congestion
  • Optimised cyber security on a private network shielded from public internet

Introduction

Headquartered in Pune, the organisation is a software MNC offering IT security solutions for PC, Mac, mobile phones, tablets, and enterprise networks. Its advanced machine-learning enabled solutions block cyber-attacks, harmful websites, unsafe USBs, data breach attempts, and other malicious traffic before such threat actors harm a device and its data.

The company operates from 36 cities in India and has its global offices in 40 countries. It also supports the usage of its products and services with round-theclock customer care through voice, SMS, online chat, community forum, and email.

To connect three of its contact centre locations with the headquarters, the company needed an MPLS network. The company was already using Tata Tele Business Services (TTBS) PRI channels and Smart Internet Leased Line (ILL) service hence it trusted TTBS for quality solutions and after-sale service. The team contacted us, at TTBS, for MPLS VPN marketed as Smart VPN in the TTBS portfolio.

Business Challenges

With worksites in different Indian cities, the company had diverse requirements for data and voice connectivity. It had been using such solutions from TTBS and another vendor. However, for more consistent quality, and reliability of services, the team wanted to switch to a single service provider.

In particular, there was a need to connect three contact centre offices with the head office on a private and secure network. In building this connectivity the key aims were:

  • High uptime along with controlled jitter, latency, and packet loss
  • Ease of prioritising traffic on mission-critical apps during peak hours
  • Centralised account management and SLA backed technical support

Ensuring the security of the data shared between teams through voice, video, and SAP applications was also a priority for the organisation.

TTBS Solution

The company had been using voice PRI channels offered by TTBS, and later it also procured its Smart Internet Leased Line (ILL) for five office locations.

When there was a need to connect dispersed work sites, TTBS provided its MPLS

VPN – a part of its Smart VPN solution – to the customer. It linked the remote offices (spokes) with the company’s headquarters (hub) for seamless and secure access to their on-premises SAP and ERP applications.

The private MPLS connectivity helped to streamline billing, IT security, and contact centre operations across all the sites, and made team coordination better. It also addressed the company’s requirements in other ways:

  • With its meshed design and the ability to recover from an error in less than 50 milliseconds, MPLS improved the network uptime.
  • It also reduced the jitter, latency, and packet loss enabling real-time applications to perform more efficiently.
  • MPLS traffic engineering helped to implement Class of Service (CoS) across the network to manage traffic priorities.
  • Smart VPN was provided as an SLA-backed solution with centralised and proactive network performance monitoring, and round-the-clock technical support.

The private network built by Smart VPN is highly scalable. The company plans to bring more locations on it shortly.

With Smart VPN, we at TTBS proactively manage network capacity and monitor latency to ensure that traffic paths stay uncongested for users and faults get addressed as soon as they occur.

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