Back to Case studyKolkata-Based FinTech BPO Improves Network Performance with Smart Internet Leased Line
ShareHighlights
- Improved network performance even with multiple applications running simultaneously
- Optimised security against online threats and flexibility for user-enabled blocking of content categories
- Resilient business continuity supported by dedicated data service and SLA-backed uptime
- Future-ready network with ease of scaling as per the changing business needs
- Enhanced customer experience with the elimination of excessive jitter from digital voice calls
Introduction
Founded in July 2007, the company offers Business Process Outsourcing (BPO) services tailored to the specific needs of its clients. It has established multiple call centres that are well- equipped to provide services for telecalling, backend process handling and field activities.
With ISO: 9001 and ISO: 27001 certifications, the company is driven by process and technology, and is compliant with the regulations of the states in which it operates. At present, it employs over 1,800 people and is committed to nurturing a safe and engaging work environment. It is headquartered in Kolkata and has its offices in Delhi, Mumbai, Bengaluru, Chennai, Ahmedabad, Jaipur and other major Indian cities – such a wide presence also gives the company a metalinguistic advantage.
To support internet-based applications, the company wanted a fast and secure connectivity with reliable uptime. There was a need to upgrade from the existing broadband service to a dedicated, uncontended internet leased (ILL) service.
Tata Tele Business Services (TTBS) is one of the oldest companies deploying ILL for enterprises in different zones of India. Our ILL service is used by large corporations, government agencies, small & medium enterprises and startups that are actively pursuing digital transformation and must have round the-clock online connectivity. After a discussion of their bandwidth requirements with our customer service team, the FinTech BPO’s IT managers chose TTBS as their service provider and asked us to deploy smart internet leased line.
Business Challenges
The company was actively using its data service for its voice and non-voice operations. However, the speed and bandwidth were not sufficient to support these processes. Excessive latency and slow speed affected voice clarity when using VoIP applications, and video streaming was halted during online conferences with stakeholders and remote offices’ employees. These issues have resulted in low productivity as well as poor experience for different users.
When switching to a new data service, the workforce involved in BPO processes and general business functions had some specific demands:
- There was a significant difference between uplink and downlink speed, and for stable productivity, it was essential to have a service with comparable speed for downloading and uploading any content
- The IT managers were challenged by the lack of security features with the existing service – their team had to keep renewing the versions of third-party firewalls and anti-virus software to ensure the safety of the network and individual devices used by the employees
- Another impediment with the broadband service was that it did not offer any visibility into internet usage patterns – the IT managers could not check applications’ performance on the network and it was difficult to block the websites that were not safe for browsing
On checking the features of Smart Internet – the ILL service provided by TTBS – the company’s IT team found them useful for resolving the issues faced with broadband. They were also convinced by the industry-best end-to-end ServiceLevel Agreement (SLA) provided by the TTBS team.
TTBS Solution
We provided our fibre-based Smart Internet leased line service with 300 MBPS bandwidth for the company’s central office in Kolkata, giving the employees undisputed connectivity dedicated to their work needs.
Our ILL has DNS and cloud security to protect online processes against malware, botnets, phishing, ransomware, adware and command and control call back on any port or protocol. TTBS Smart Internet’s deployment met the company’s expectations satisfactorily and addressed the key problems the workforce had been facing:
- The company now has 1:1 symmetric speed for downloads and uploads which, coupled with low latency and SLA-backed uptime of 99.5% improved the performance of different applications
- The team using VoIP applications could now talk to customers with better voice clarity and with a stable connection, there was hardly any call dropped
- With Smart Internet’s pre-activated security features, IT managers did not have to deploy additional cyber security measures and they could easily block malicious websites
- Smart Internet has a simple-to-use dashboard interface that offered a 360- degree view into network usage patterns and bandwidth consumption of different applications
In line with the comprehensive customer-centric SLA provided to the BPO company, TTBS continues to offer constant technical support. While the uptime is guaranteed at 99.5%, concerns raised with the line is promptly addressed within the pre-specified timeframe.
The company also signed up for TTBS Session Initiation Protocol (SIP) trunk service at its headquarters and branch offices to optimise the functioning of VoIP apps.
Smart Internet Leased Line offers a wide range of bandwidth from 10 MBPS to 1 GBPS and the bandwidth opted for can be scaled at any time to accommodate the usage of additional applications.
