Back to Case studyGlobally Active Indian Real Estate Firm Digitalises its Telephony Service with SIP Trunk for Better Uptime and Voice Quality
ShareIntroduction
An Indian real estate MNC, founded in 1980, and headquartered in Mumbai, has since expanded its operations considerably. It has developed some of the finest commercial and residential properties in Mumbai, Hyderabad, Pune, Thane, and London.
The organisation is committed to building landmarks that meet global standards and believes that homes transform lives by inspiring their owners towards their dreams and aspirations. It caters to a large market base, pricing properties between >50 lakh and < 10 crores.
Bothered by the limitations of traditional telephony service, to handle calls from customers and stakeholders, the company wanted to digitalise its communication setup. It contacted Tata Tele Business Services (TTBS) for IP network-based voice solutions and our team explained how Session Initiation Protocol (SIP) technology could fulfil their requirements. After a quick demonstration of the TTBS SIP Trunk solution, the company asked us to deploy it for their contact centre.
Business Challenge
Although the company has been using its legacy PSTN setup for inbound and outbound telephony, the practice did not seem sustainable. The lines demanded expensive upkeep.
Downtime issues were getting frequent and any problem in the ageing hardware spoiled the voice quality. It also resulted in call drops, affecting customer experience, and the team had to put in extra efforts to reconnect with them.
Other downsides of the PSTN lines that induced the organisation to move to a more evolved telephony architecture were:
- Difficulties and delays in scaling up the service
- No failover option to support contact centre operations in the case of problems with the mainline
- Multifaceted billing system
The organisation wanted to merge its telephony service with the fibre-based data service that it was using for its digital operations. The idea was to integrate voice calls with instant messaging, file transfer, video conferencing, and other cloudbased communication apps.
TTBS Solution
Our solution architects implemented the TTBS SIP Trunk solution with dual lastmile connectivity for the customer. They delivered the SIP trunks on optical fibre data service, using two different providers, to avoid a single point of failure.
TTBS also customised the calls-per-second (CPS) allocation as per the customer’s requirements to avoid call drops.
The deployment of SIP Trunk addressed the issues that were hampering the voice communication earlier:
- Each SIP link could support up to 1500 simultaneous calls over the internet.
- It became easier and more cost-effective to scale the voice support operations as TTBS could quickly increase or decrease call capacity for the company in multiples of 10.
- The calls could automatically be routed through an alternative path, and even to mobile phones, in case the primary line was disrupted by an outage.
- As against multiple bills for multiple fixed PSTN lines, SIP Trunk service involved a consolidated, single invoice for all channels.
The deployment of this solution was hassle-free for the company. TTBS continued to ensure an uptime of more than 99% under an SLA. TTBS also helped them eliminate the expenses on maintenance of PSTN lines.
SIP Trunk built a unified communications system for the real estate group, enabling it to utilise its data service efficiently for voice calls, apart from the cloud applications that it had already been using.
Benefits
- SIP Trunk: Better customer experience with quicker call connects and no call drops
- Network consolidation, weaving voice and data services into a unified IP system
- Robust uptime with dual last-mile connectivity
- Predictable monthly billing and savings on phone line maintenance
- Superior call quality and freedom from obsolete communication technologies
- Future readiness with simplified scalability
