Back to Case studyA Veteran Cable Manufacturer Upgrades its Contact Centre Landscape with PRI lines to Deliver Superior Call Quality
ShareIntroduction
A manufacturing organisation that started its operations in 1958, the company has now grown into a diversified billion-dollar entity working in 140 countries. It produces and supplies electric conductors, cables, speciality oils, polymers, and lubricants.
The company’s manufacturing facilities are ISO 9001 and ISO 14001 accredited. It has well-equipped testing centres to ensure that its products meet global standards of quality and safety. While building value for customers, employees, and stakeholders, the organisation is also committed to sustainability goals. Its focus in this area is aligned to 8 SDGs declared by the UN, including SDG-3 (Good health & well-being), SDG- 11 (Sustainable cities and communities), and SDG – 13 (Climate action).
For its responsible operations, the company has been honoured with a number of awards including Best Renewable Cable Manufacturing Award in July 2023, contribution towards “Greener Future” in June 2023, and Best Technology Expertise for Speciality Cables in May 2023.
Business Challenge
High call volumes – As the company’s operations extended, the existing telephony infrastructure with analogue lines was unable to cope with the incoming and outgoing call volumes.
Rising costs – While managing global business operations, employees also had to make calls to multiple countries and these added significant amounts to monthly bills.
Poor call quality with cloud – If the calls were made using cloud applications, they faced jitter and latency problems as the broadband connection did not provide sufficient bandwidth for such communications.
Limited security – The company also needed a more secure telephony setup – a system that would not allow hackers to intercept business conversations.
TTBS Solution
To address the customer’s requirements, Tata Tele Business Services (TTBS) provided a digital T1 voice solution in form of Primary Rate Interface (PRI) lines that could be configured on the voice infrastructure already available at the office premises. We provided the required number of lines, each of which had the capacity to manage 30 calls simultaneously – incoming, outgoing, or a mix of both.
The deployment was quick and did not disrupt business operations. Our PRI lines could be used for quality-rich voice communications as they did not share any internet service’s bandwidth in their operation. Employees could also leverage the unused channels on the same lines for video conferencing, faxing and to run alarm systems.
To reduce the points of failure and maximise availability of service, we provided dual last mile connectivity. Our solution is also backed by a service level agreement (SLA), guaranteeing uptime of 99.5% and mean-time-toresolve of maximum 4 hours.
With PRI lines for their calling operations, the company got the voice service ecosystem that it needed:
- Supporting 30 channels each, PRI lines improved the organisation’s call handling capacity and with their automatic call distribution (ACD) system, an incoming call could always reach an available agent instead of keeping the caller waiting.
- The monthly rental to be paid for PRI lines for local, national, and international calls was more affordable than that under old PSTN system.
- There were no more jitter and latency issues as PRI lines had their own bandwidth for clear voice quality and did not require employees to use separate cloud applications for audio or video calls.
- Being supported by a physical infrastructure while providing digital voice call services, PRI lines were more secure than traditional PSTN lines and voice over internet protocol (VoIP) systems.
Benefits
- Easier management of voice communications with every single phone line providing 30 channels for simultaneous calls
- Integrated bills in a single document to show the rental to be paid for all channels
- High Quality of Services as dedicated bandwidth is set aside for each call and cannot be used for other digital applications
- Quick scaling for a large business that gets 30 channels with every new link it subscribes to
- Combination of DID and ACD systems enabling callers to directly reach the required extension or letting automated distribution help them connect with an available agent
- More secure than other alternatives as lines provide jitter-free digital call quality and are still based on a reliable physical infrastructure
