Back to Case studyWorkflow optimised for a tech service provider
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The customer is an established technology services provider implementing cloud services and support for call centres and application centres of the country’s largest visa processing firms. They manage call centre applications for clients who provide timely visa and passport issuance-related administrative and nondiscretionary tasks.
Business Challenges
With a strong presence in multiple locations globally and in India, the customer required seamless connectivity for its entire team.
They needed a robust networking and telecom infrastructure that could manage the huge volume of incoming customer calls and wanted services to be tailored to each client’s unique requirement.
Uninterrupted connectivity to be maintained between contact centres and internal and external stake holders was imperative.
Other specifications included a scalable voice infrastructure that could be upgraded without additional cost and personalised billing for individual processes and services on its common telecom infrastructure.
Overall, the customer stipulated infallible operational efficiency to back the scalable voice infrastructure.
TTBS Solution
Keeping the customer’s unique requirements in mind, the TTBS solution architect came up with a bespoke solution.
- TTBS provided MPLS links to ensure seamless connectivity across multiple locations, local and global, enabled with wireless technology.
- The solution included a SIP trunk that allowed the customer to connect multiple channels to their PBX, facilitating effortless local, long-distance and international calls via the Internet.
- To ensure the customer’s teams had seamless access to a smooth network, the TTBS team installed a high-speed Internet Leased Line connection.
Benefits
- Enhanced productivity due to optimised workflow and empowered customer support teams
- Improved customer satisfaction with 24x7 support, quicker resolutions and personalised customer service
- Reliable and superfast connection that allowed access to critical applications with transparent, well-defined delivery norms under a Service-Level Agreement (SLA), ensuring smooth project management and execution
- Cost-effective scalability that facilitated management of high call volumes at lower costs
