Back to Case studyA Global Cloud Communication Company Leverages TTBS SIP Trunk Solution to Modernise its Existing Application
ShareIntroduction
As a designer of digitised communication solutions, the company manages a scalable portal that enables businesses to modernise their interactions with customers for sales and support.
Its API-based platform enables the integration of mobile and web apps used for chat and voice calls. Used in more than 190 countries across several industry verticals, the software addresses the need for quality, innovation, and agility in connecting with entities that matter the most for business growth.
Founded in September 2012, the organisation has its offices in the United States and India. It has attracted investments from well-known brands including Qualcomm, Andreessen Horowitz, and Y Combinator.
During an upgrade of its application, when the company needed a stronger solution to combine voice and SMS functionalities, it approached Tata Tele Business Services (TTBS). The company sought session initiation protocol (SIP) trunk to augment its voice over internet protocol (VoIP) infrastructure with cloud capabilities.
Given the known capabilities of TTBS solution architects such tasks on projects earlier and their ability to leverage the technical setups to upgrade infrastructure, the client signed up to procure the solutions from us. Its IT team was convinced with the TTBS solution and terms of service level agreements (SLAs).
Business Challenges
To innovate its communication application with rich features while integrating voice and text-based services for optimum user experience, the company needed a SIP solution from an experienced vendor. It sought SIP trunk for simultaneous usage of voice, video and messaging services via a common platform.
Given that this technology solution was to be implemented at an enterprise-grade platform that the organisation was providing to its customers worldwide, the management had specific expectations and sought clear SLAs for all of them.
The SIP trunk had to give the following abilities to the company’s business communication application:
- The flexibility to support at least 100 voice calls concurrently
- Features to secure sensitive data in transit
- HD audio quality and a managed service with high uptime
While integrating SIP into its application, the company also wanted agile scalability so that the simultaneous usage of voice and text-based messaging could be easily extended when required.
TTBS Solution
The solution architects from TTBS configured the SIP trunk at the company’s AWS cloud locations where it had installed its hosted virtual PBX setup. Based on a private IP, it was a secure connection between our data centre and AWS where the company’s applications were hosted.
TTBS took over the responsibility of managing the SIP trunk service and the configuration of hosted applications at AWS was taken care of by the company’s IT team.
We configured the solution as per business requirements for seamless usage of their platform by the end users. All mission-critical features were provided:
- As an advanced voice connectivity product, our solution provided the platform with the ability to run up to 1500 calls simultaneously.
- With end-to-end encryption and the support of robust firewalls, all data transmitted within any communication was secure from cyber threats and eavesdropping.
- We provided the SIP trunk service with SLA-backed uptime of 99.5%
- Our team used a high-speed internet connection to ensure optimum call quality and uninterrupted chat-based interactions.
TTBS SIP trunk service is easy to scale and every single link added to the setup increases the call handling capacity by 1500 more calls.
Benefits
- Improved customer experience with quick call connects and better voice quality
- Resilient business continuity with high uptime and end-to-end management by TTBS
- Unified communication system allowing end users to leverage the same network for voice calls and text-based data transmission
- Cost savings with predictable bills and no hardware and cabling to maintain
- Ease of scalability to support a platform used by businesses in different verticals
