Back to Case studySwiggy, a Popular Online Food Delivery Service Modernizes its Contact Centres with TTBS SIP Trunk Solution
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Headquartered in Bengaluru, the client is a popular online food ordering and delivery platform operating from more than 500 cities in India. It also facilitates the delivery of groceries and offers a same-day package delivery service under two different brand names. The company aimed to enhance the quality of service to its customers, providing them unparalleled convenience on their purchases.
Having partnered with 150000+ restaurants and managing a team of 260000+ delivery executives in addition to more than 5000 employees, the organisation aims to become India’s most trusted hyper-local player in the delivery space.
To improve its voice communication services for end customers and business partners, the company sought to upgrade to a cloud contact centre platform. To ensure smooth functioning, it required a session initiation protocol (SIP) trunk connectivity for which it contacted Tata Tele Business Services (TTBS).
As an evolved voice connectivity solution our SIP trunk service helps call centres to replace multiple fixed PSTN lines with one physical link that supports up to 1500 concurrent calls.
The food delivery firm’s IT managers were satisfied with the service demonstration provided by us and appreciated SIP’s high uptime backed by service level agreement (SLA). They confirmed their decision to procure the service from TTBS.
Business Challenges
The company had been using separate calling platforms and methodologies for its customer support and distribution centres in Mumbai and Bengaluru. It was difficult to coordinate internal communication with the result that the management could not track agent productivity effectively.
To address the problem of siloed telecommunication systems, the organisation decided to upgrade to a contact centre as a service (CCaaS) at all its locations. And it needed the support of SIP trunks to keep call routing flexible in this setup.
The key reasons to use SIP solution with the cloud contact centre were:
- To connect its inbound callers to CCaaS, the company sought channels that would be more resilient than traditional PRI lines.
- During weekends and festivals, the food delivery customer service’s centres experienced heavy call volumes – the telco infrastructure had to offer elastic capacity to manage these surges.
- The old PRI lines that the company had been using were difficult to maintain and delayed maintenance resulted in poor voice quality, making it a crucial challenge to address on a priority.
Besides reducing the upkeep costs of its call centres, the organisation also looked forward to eliminating the access fee that kicked-in when a PSTN service is scaled in bundles of 30 channels.
TTBS Solution
TTBS enabled the company to activate its CCaaS by providing a dual last mile SIP trunk solution over multi-protocol label switching (MPLS). This SLA-backed service with an uptime of 99.5% supported the client’s contact centres in Mumbai and Bengaluru.
As a part of the solution, we provided our SIP trunks only till the MPLS networkto-network interface of TTBS locations. The connection from this point to the company’s CCaaS infrastructure was fuelled by our partner enterprise Tata Communications Limited using IZO™.
The complete setup was designed to fulfil the company’s requirements and give them the specific features required from an IP-based telephone system:
SIP trunks can instantly reroute calls over an alternative channel to keep agents connected to customers if there is any equipment or network failure.
The solution also allowed their multi-location call centres to increase their workforce utilization as calls could now be distributed between sites and agents more evenly.
SIP trunk was a valuable solution for busy days because of its ability to handle 1500 simultaneous calls through a single link and flexibility to handle additional calls in multiples of 10.
The contact centre team could now connect with callers using the high-quality codec which provided better audio quality than older PRI lines.
Adopting TTBS SIP trunk for its cloud-based contact centre was also a good way to save on costs. The company did not have to spend on channel service unit hardware as it was replaced by a single session border controller that can be virtualized and installed in any data centre. The cost of scaling SIP trunk service was measurably lower compared to PRI links.
Benefits
- Better customer experience with quick call connects and HD voice quality
- Cost-savings afforded by predictable charges and no maintenance expenses
- Higher work output enabled by smooth collaboration between teams
- Unified communication system allowing the usage of same network for voice, video and data transmission
- Stronger business continuity supported by instant call rerouting in case of an outage on primary link
