Back to Case studyTTBS SIP Trunk Digitalises an Established BPOs Voice Services for Optimised Resiliency and Scalability
ShareIntroduction
The company is a well-known BPO firm with a workforce of over 1000 employees. It started as an ITes organisation in 2006, and its consistent growth has resulted in diversification into several sectors.
xHeadquartered in Mumbai, it has a PAN-India presence and is also an ISO 9001: 2008 certified organisation. As an outsourcing partner, it serves many esteemed clients in the private and public sectors.
The company had procured PSTN and data services from multiple vendors to run its BPO operations. However, these could not fulfil the growing requirements of business satisfactorily. They were also expensive to maintain.
To digitalise the telephony setup and make it more effectively scalable, the IT managers contacted Tata Tele Business Services (TTBS). Encouraged by our widespread network across the country, and SLA-backed service with high uptime, they decided to accept our Session Initiation Protocol (SIP) trunk service.
Business Challenge
The company operates from different locations, hence had procured the telephony setup from multiple vendors. The on-premise infrastructure was built with analogue PSTN lines that did not offer good voice quality. It also demanded regular maintenance and adding new lines to the phone system was costly.
With the growth of BPO businesses, it was essential to upscale the voice communication infrastructure. In line with industry trends, the company wanted to use Voice over Internet Protocol (VoIP) service and preferred SLA-backed uptime.
Other expectations from the upgraded telephony solution were:
- Facility to handle multiple outgoing and incoming calls simultaneously on each link deployed for communication
- Option of redirecting calls to an alternative route or mobile phones in case of a sudden loss of office data connectivity
- Ease of administration and scalability, including scalability for short term requirements
As it had invested substantially in PRI infrastructure, the company was also keen to utilize the original groundwork. It anticipated better cost savings with the VoIP solution and expected reliable technical support from its service provider whenever required.
TTBS Solution
TTBS reviewed the customer’s requirements and offered its industry-first SLAbacked SIP trunk solution. Legacy PSTN connections are based on time-division multiplexing technology and need a dedicated line from a telephone company. Whereas, SIP trunks build a virtual connection, wherein phone calls convert into data packets that are carried over internet services.
In upgrading the company’s contact centre voice services with SIP trunks, we also utilised the existing PRI equipment. It helped prevent wastage of time and costs in disintegrating the underlying architecture.
The configuration of the SIP trunk system also made the calling operations more flexible:
- The company could use a single link to handle 20-1500 simultaneous inbound and outbound calls. This facility made it possible to replace multiple PSTN lines with fewer SIP channels to handle high call volumes.
- Being more resilient than PRI lines, SIP trunks could instantly reroute calls over an alternative link or employees’ mobile phones to maintain business continuity in case of a network outage.
- The company's BPO locations could also enhance their agent utilisation whenever necessary as they could direct calls between their locations and agents.
- Scalability became effortless with SIP trunks as each added link supported up to 1500 simultaneous calls and unlike PRI lines it did not need increments in terms of 23-30 channels.
- For outbound campaigns, SIP trunks could be easily connected to automated diallers to initiate high call volumes.
With its SIP Trunk solution, TTBS offered an SLA promising network service availability of 99.5% along with complaint mean-time-to-resolve (MTTR) of 4 hours. As per the SLA, in an unlikely case of service commitment breach, service credits were to be provided to the customer.
SIP Trunk’s ability to use the existing PBX setup, ease of management, scalability, and low call costs were all conducive for BPO operations. It helped the company to use its data service more productively. Their voice and data service is now combined into a consolidated network, and they have a better voice quality for their contact centre processes.
Benefits
- Quick ROI with the deployment of VoIP solution over existing PBX infrastructure
- Consolidated communication system combining voice and data services
- Resilient business continuity supported by instant call rerouting in case of downtime
- Ease of scalability to support a growing BPO company
- Optimised customer experience with faster call connects and better voice quality
