Back to Case studyLeading Mobile Payment Services Provider Digitalises its Communication Channels with TTBS SIP Trunk
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The company provides Point of Sale (POS) solutions for various types of payment options such as cards, mobile wallets, banking applications, Quick Response (QR) code and Unified Payments Interface (UPI) payments. Founded in 2011, the company’s revenue climbed consistently, and by 2019 it had launched several value-added platforms, including India’s first smart POS terminal. The company’s products also allow users to view detailed reports on their transaction history.
Besides facilitating end-to-end digital payments for businesses of all sizes, the company also sanctions instant loans for startups, and medium and large-sized companies at low rates of interest. The company is a renowned brand and supports the traders’ community by providing a prompt approval process, seamless repayment options and collateral-free requirements for this line of credit facility.
The company wanted to upgrade to an Internet Protocol (IP) based telecommunication setup to consolidate its data transmission and voice telephony. This required services from the same provider and the ease to route calls from employees’ mobiles when necessary. Tata Tele Business Services (TTBS) is one of the oldest telecom solution providers. We also lead the configuration of information and communication technology (ICT) systems for companies across various industries in India.
When the company approached us for an end-to-end digitalised communication service, we explained the benefits of our Session Initiation Protocol (SIP) Trunk to their Information Technology (IT) managers. They were impressed by the reliable call flow architecture that provided automatic failover and the ease of scalability led them to deploy the solution in their office.
Business Challenges
The company serves thousands of Micro, Small and Medium Enterprises (MSMEs) with its digital payment solutions and operates in multiple locations. It wanted to improve the communication links between PAN-India branches, and with its customers, business partners and stakeholders. The voice quality was also mediocre.
The existing communication infrastructure was a mix of solutions offered by multiple telephone and internet service providers. It was unable to support the growing business requirements and needed a Service-Level Agreement (SLA).
The key points to be considered while upgrading to an IP based solution were:
- Sufficient bandwidth to support over 100 phone calls
- Automatic failover to keep the communication intact if the primary link was affected by a downtime incident
- Simple infrastructure with adequate scope for scalability
As the company was shifting to a more evolved system of communication, it expected an end-to-end SLA that guarantees high-quality services. The company anticipated that Voice-Over Internet Protocol (VoIP) enabled by SIP technology would help the company to improve its cost savings.
TTBS Solution
To avoid the company’s inconvenience of subscribing to various services for telephone calls, audio-video conferencing and online data transfer, TTBS deployed its SIP Trunk solution.
SIP is a virtual extension of analogue phone lines that connects multiple channels to a Private Branch Exchange (PBX) for long-distance calls via the internet. This helped the company to obtain virtual communication architecture, and avoid the issues associated with maintaining legacy Public Switched Telephone Network (PSTN) connections based on time division multiplexing technology.
Given this, our solution architect upgraded the company’s existing PSTN infrastructure to provide better service using SIP channels. The company received faster data transfer and improved voice quality.
The configuration of TTBS SIP Trunk addressed the issues affecting employee productivity and customer service:
- Each physical link supported 20 to 1,500 simultaneous calls, both inbound and outbound.
- Solution architects configured active-passive links with an automatic failover facility – this ensured that if the active link was down due to a network failure, calls could be routed via the passive link without disrupting the workflow.
- The solution enabled the company to integrate its communications across channels into a consolidated network that was cost-effectively scalable without additional work on PBX infrastructure.
SIP technology also supported call routing to mobile devices in case of primary connectivity issues. The mean-time-to-resolve (MTTR) was four hours and the SLA guaranteed uptime was 99.5%. As per the SLA, if TTBS fails to meet this obligation, TTBS will be liable to offer documented service credit to the customer.
Benefits
- Unified communication system leveraging a single IP network for voice, video and data transmission
- Ease of scalability to support higher call volumes in line with business growth
- Reliable business continuity with instant call forwarding in case of downtime
- Improved customer experience with faster call connects and better voice quality
- Cost-savings on monthly phone bills and upkeep of physical Primary Rate Interface (PRI) lines
