Back to Case studySaarthi.ai, a Multilingual Voice Technology Company Unifies its Cloud Communication Channels with TTBS SIP Trunk
ShareIntroduction
The company provides artificial intelligence-based automated contact centre solutions to humanise interactions and help businesses converse in the languages their customers speak. It has built a cloud solution using AI agents that are pretrained in communication processes.
Organisations using the portal can automatically translate their phone calls and chat-based services into a customer’s language. They can replace traditional DTMF systems on IVR menus with AI assistants for inbound and outbound voice services. The platform also helps integrate conversational AI into an enterprise’s apps and websites for immersive experiences.
Tata Tele Business Services (TTBS) got an opportunity to serve this established AI player that required virtual phone line solutions to simplify the integration of voice calls with video conferencing and data transmission services.
As session initiation protocol (SIP) trunk is an evolved technology for IP telephony and also helps in scaling communications seamlessly, the company’s management opted for the same. TTBS’ expertise at customising SIP trunk services for a variety of business uses prompted the team to procure the solution from us.
Business Challenges
Maintaining applications on premises is challenging when a company has strategic plans to scale its services and fuel growth. In this case, the organisation needed to execute its unified communications strategy with text, audio, conferencing and mobility on a common setup. It was also using virtual machine software in the public cloud to run operating systems and programs, store data, connect to networks, and handle other computing functions. The multi-layered setup demanded a lot of maintenance with regular updates and system monitoring – this challenge was to be addressed by a bespoke and more cost-effective solution.
The IT managers had to ensure that the voice and non-voice communication were conveniently scalable and they knew that SIP would be the right protocol for the same. Summarily, the factors for migrating to SIP trunk were:
- A need to build optimum user experience with all business apps integrated on a common platform
- Flexibility to port similar direct inward dialling (DID) numbers for all locations
- High availability and scope for routing calls to mobile phones in case of a technical issue
In deploying SIP trunk, the IT team also wanted to improve voice quality and ensure that the communication is always secure against eavesdropping possibilities.
TTBS Solution
Our solution architects activated an SIP trunk network for the company over private data connectivity. The setup involved the use of an internet leased line and our partner Tata Communications' IZO™ cloud. With these tools, the organisation’s workforce could seamlessly connect to other cloud applications at its Mumbai work centre.
The IZO™ cloud provides an Infrastructure-as-a-Service (IaaS) solution here. We provided it with in-built firewalls and operating systems that the enterprise needed.
The interplay of different setups used by our team helped to build the communication infrastructure that the AI company was looking for:
- SIP trunk unified all voice and multimedia channels on a single portal, making communication management simpler.
- TTBS provided a pilot number and regional DID extensions for all locations - whenever a DID number was called, the SIP trunk connected the call to the internet, and DID routed the call to the correct phone.
- The solution was provided with an end-to-end service level agreement (SLA) guaranteeing uptime of 99.5%.
- SIP trunk solution enabled the IT administrators to redirect incoming calls to mobile numbers if at all there was an outage for a few seconds.
TTBS SIP trunks were deployed using a high-speed internet connection and this helped to keep call quality optimum. With end-to-end encryption and the support of robust firewalls, the communication was also secure from cyber threats.
Benefits
- Consolidated communication system combining telephony and data transmission services
- Cost-savings on monthly phone bills and upkeep of physical PRI lines
- Improved end-user experience with quicker call connects and better voice quality
- Ease of scalability to support bigger call volumes in line with business growth
- Reliable business continuity with instant call rerouting in unlikely case of an outage
