Case Study # 6

Evolution of Enterprise Telephony

1960’s 1980’s 2000’s 2015’s
  • Analog EPABX
  • Telco’s provide POTS / Analog Trunks
  • Enterprise application
    – Office voice communication
  • Digital PBX
  • Telco’s provide ISDN PRI circuits
  • Enterprise application
    – Office voice communication
  • IP PBX
  • Telco’s provide PRI
  • Enterprise application
    – Office voice communication, Contact center etc
  • IP PBX’s reach higher penetration
  • Telco’s provide SIP Trunk
  • Enterprise application
    – Office voice communication, Contact center, services to application providers, 3rd party integration

The Future’s Calling…..

  • A future that gives you virtually unlimited scalability in a heartbeat
  • A future that gives you unprecedented flexibility in managing enterprise communication
  • A future that makes converged communication a reality

Introduction to SIP Trunk:

In India, Enterprises were limited to enjoy the benefits of IP telephony within an organisation/ branch offices only for International calls. But, the scenario is changing. The service providers have introduced a new connection called SIP Trunk. In the traditional telephony limited and fixed lines are available over a single physical circuit, like in analog technology one physical circuit can carry only one call and in digital like PRI, it can carry 30 calls. In contrast, a SIP trunk allows quasi unlimited and flexible no. of lines over a single physical circuit, like 10 or 500 calls.
SIP Trunk connects a private business class phone system with an IP based PSTN with all of the benefits that SIP trunking provides (specially the substantial infrastructural cost savings). It’s no wonder that SIP trunking is an upcoming revolution in unified communications.
The voice over IP networks across the world allows calls to be carried at a cheaper rates from analog/ digital networks. The costs are only a fraction, mostly to the tune of one tenth. SIP trunking enables enterprises in future to avail the cheaper call charges.

Key Benefits of SIP Trunking:

  • Offers single pilot number, multiple DIDs, similar to PRI on the same physical circuit
  • Easy scalability as the same physical circuit can support 10-100s simultaneous calls
  • Integrate seamlessly to the enterprise IP network and unified communication platforms
  • Considerable infrastructure saving because of all IP network
  • Cost savings as the telephone call costs will reduce in future over SIP trunking network

*astTECS Advantages:

  • All *astTECS products are SIP trunk ready
  • *astTECS products have been tested sucessfully in TATA and Reliance network

Case Study

Industry : Online Education
Solution : Call Center Solution

Background

Our customer started a call center with a dialer for only 25 agents, few analog lines and PRI. Later, they planned a new project for which they were expecting headcount of about 400 agents.

Business Challenges

  • Increased commitment to service providers for investment in PRI lines.
  • Additional cost for PRI infrastructure.
  • Time taken to scale.

Solution Delivered

*astTECS being the most trusted open source vendor was responsible in setting up the entire call center with the latest technology. We suggested the usage of SIP trunk instead of normal PRI line. If the customer is implementing a normal PRI, he has to have more than 12 PRI lines to handle the call flow, hence higher cost ( monthly rentals, infrastructural cost etc).
*astTECS proposed the customer to go for SIP trunk in which customer need to have single circuit and can handle number of calls. Once the trunk was set up, we gave them 400 seater dialer and the entire system was fed by SIP trunk. The SIP trunk can be installed directly to *astTECS dialer without any
additional hardware, as *astTECS dialer has an IP Core.
Further, *astTECS also tied up with 3rd party CRM vendor and integrated the dialer with CRM. This enabled the call center agents to handle account inquiries, customer grievances in a much professional manner.

Outcome

  • Low maintainance, reduced administration and overhead cost while increasing the efficiency.
  • Simplify network by reducing multiple physical links coming to office.
  • Scale up easily with the need of voice channels growth.