Back to Case studyIndian Multinational Cab Service Company, Unifies Communication with VoIP Service Supported by TTBS SIP Trunk
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Ola Cabs, an Indian multinational cab service company based in Bengaluru, facilitates transportation services by connecting drivers to passengers via a broad online network. It also works in other business verticals, including financial services, cloud kitchens and the used-car marketplace.
The company has received funding from several venture capitalists, including a Japanese multinational conglomerate holding company headquartered in Tokyo. In early 2018, it expanded its first overseas market in Australia and launched services in New Zealand in September 2018. In March 2019, it started operations in the UK.
The company needed IP-based communication services to keep its business telephony set up flexible, reliable and cost-effectively scalable. The company was searching for a reliable service provider to configure virtual telephony for one-toone voice calls, video conferencing and data transmission.
Tata Tele Business Services (TTBS) offers Sessions Initiation Protocol (SIP) Trunk solutions to help organisations move their traditional Private Branch Exchange (PBX) systems to the cloud for unified communication, superior voice quality and better business continuity. Companies of all sizes use our SIP Trunk service, including Business Process Outsourcing (BPO), whose prime revenue-generating operation depends on reliable voice telephony. After discussing how SIP technology would benefit the company with our team, Ola cabs IT team signed up for our solution.
Business Challenge
The company had its existing call setup on Internet Protocol Security (IPSec) tunnelling from its Bengaluru office to the Azure cloud. However, it had multiple hops resulting in voice clarity issues and network stability being a significant concern.
Despite the fact, upgrading the organisation’s business telephony architecture with SIP Trunk solution, it was critical to address some specific needs:
- The SIP bandwidth had to support around 400 concurrent calls – inbound and outbound – that the team handled simultaneously on an average workday
- It was critical to add a path for automatic failover so that business communication could be maintained even if the primary connectivity link was affected by an outage
- The team wanted to avoid a complex infrastructure so that scalability becomes simple.
As the company’s operations involved interactions with customers, cab drivers and the businesses it was serving, it needed stellar call quality and reliable uptime without any single point of failure.
TTBS Solution
TTBS deployed its SIP Trunk solution for the company over Ethernet with Synchronous Digital Hierarchy (SDH) ring architecture, configured the router at the organisation’s premises and managed the connectivity for optimum performance. The SIP Trunk got terminated from the last mile over the session border controller (SBC), a network function to secure Voice over Internet Protocol (VoIP) infrastructure.
Our solution architects established private IP connectivity for SIP via Tata Communications Limited (TCL). The implementation of TTBS SIP Trunk solution was in sync with the company’s pre-specified requirements and presented the team with desired returns on investment in this VoIP technology:
- We provided the company with two SIP Trunk links, one of which was the active link and the second was a passive link. Both the links were capable of handling 400 concurrent calls.
- We performed the configuration of active and passive links with an auto-failover setup. If a network failure occurs on the active link, the calls will route the passive link without any disruption to workflows.
- SIP Trunk allowed the company to unify its communications across channels into a single network, scaled cost-effectively without a complex PBX infrastructure.
Moving ahead of the legacy PBX systems prone to cable failures, bad weather and damaged telephone poles, the company received an evolved communication setup that promised high reliability. Thanks to SIP Trunk’s redundancy attributes, the company always stayed connected with its customers, cab drivers and other entities.
The technology also enabled call routing to mobile devices if there was a problem with the primary link. Under TTBS Service Level Agreement (SLA), if any customer faces any network issue, we shall address the issue within the compliant meantime-to-resolve (MTTR), four hours.
After the deployment of SIP Trunk by TTBS the client experienced improved call quality, and it was easier for them to maintain communication infrastructure while reducing call costs
Benefits
- SIP Trunk: Unified communication system allows the usage of the same IP network for voice, video and data transmission
- Ease of scalability to support significant call volumes in line with business growth
- Cost savings afforded by predictable charges and no maintenance expenses
- Seamless employee mobility with ease of routing calls to mobile devices
- Resilient business continuity with high uptime and no single point of failure
