Back to Case studyA BPO Solutions Company Improves its Wide Area Network Availability using TTBS Smart VPN MPLS
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The company is a Business Process Outsourcing (BPO) service provider running an International Standard Organisation (ISO) 9001-2015 Quality Management Systems (QMS) certified contact centre with 2,500 seats. It provides inbound and outbound calling services to global organisations in both Business-to-Consumer (B2C) and Business-to-Business (B2B) markets. The best solutions include customer support, help desks, inquiry handling, email and chat support, lead generation and technical support.
Operating with state-of-the-art facilities since 2007, the company has worked on projects of various sizes and is known for providing consistent consistently delivering high-quality service to all its clients. It also provides its employees with convenient transportation services and has established a comprehensive work environment to support the day-to-day operations in various geographical areas.
As the company was operating from a corporate office and a branch office based in two different cities, it needed a secure Wide Area Network (WAN) solution with high uptime. The sites had to be connected to a Virtual Private Network (VPN).
Tata Tele Business Services (TTBS) is one of India's oldest and best telecom solution providers for enterprises in India. Our Multiprotocol Label Switching (MPLS)-based Smart VPN solution has connected numerous banks and other organisations on a private network with high uptime and security.
When the company’s Information Technology (IT) administrators contacted us for a WAN solution and received a demonstration of Smart VPN’s features, they appreciated the benefits that it offered over public internet services. The team made the final decision to implement the solution.
Business Challenges
The company leadership aimed to reduce hardware costs in managing its WAN by upgrading to a more advanced connectivity solution. The network had to connect a large number of computers and had to be inherently scalable to include more when required. It also had to ensure fast data transfer for seamless internal collaboration between teams.
Furthermore, to build the network using a VPN solution, the IT team identified other priorities:
- Ability to connect a wide geographical area – company’s offices in Chennai and Hyderabad
- High uptime and redundancy provisions to ensure that the network was readily available and there was a backup even if the main line faced a technical issue for a few seconds
- Service-Level Agreement (SLA)-backed service with documented uptime and meantime-to-resolve
The IT team expected ease of network management and prioritisation of traffic flow for certain applications where possible.
TTBS Solution
TTBS deployed its Smart VPN solution to connect the work locations based in Chennai and Hyderabad - to strengthen the local area network within each of these offices.
Our solution architects built independent last-mile connectivity with high redundancy for the offices. They distributed the WAN traffic evenly on different links for dynamic routing, load balancing and failover to keep the operations steady at all times. Additionally, they used Customer Premises Equipment (CPE) to test and demonstrate the network availability and WAN failover performance.
The redundant WAN built by TTBS enabled the IT team to make the company’s network more efficient and manageable:
- Smart VPN connected the offices located in two states for seamless and secure traffic flow, unaffected by the vulnerabilities of public data services.
- The configured network had high availability and throughput with predictable performance in MPLS.
- The redundant network structure helped keep the traffic flow constant while offering low latency benefits.
- All the benefits of the upgraded WAN were provided with an end-to-end SLA specifying the uptime and the time to resolve issues if any.
The IT administrators could view the network performance over their iManage account and be able to prioritise traffic flows for mission-critical applications in case of congestion.
Benefits
- Cost-effective WAN configuration leveraging available CPE and avoiding the installation of additional hardware
- Protection from cyberattacks ensured by Layer 2 private network security
- Better team productivity supported by a highly available and speedy network
- Future-ready infrastructure scalable in line with the changing business needs
- Robust business continuity with strong network uptime and automatic failover provisions
