InstaCC — a Hosted Contact Centre Solution Tata Communications’ Hosted Contact Centre Solution Helps Indian Telecommunications Provider Stay Focused on Customers A leading Indian telecommunications provider was evaluating multiple vendors for both premise-based and hosted contact centre solutions. The company was willing to outsource contact centre processes, but wanted to retain control of the queuing and routing across pan-India distributed agents. One of the most important criteria was a provider that could integrate their IVR and CRM systems.
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InstaCC — a Hosted Contact Centre Solution
Tata Communications’ Hosted Contact Centre Solution Helps Indian Telecommunications Provider Stay Focused on Customers
A leading Indian telecommunications provider was evaluating multiple vendors for both premise-based and hosted contact centre solutions. The company was willing to outsource contact centre processes, but wanted to retain control of the queuing and routing across pan-India distributed agents. One of the most important criteria was a provider that could integrate their IVR and CRM systems.
Ideally they wanted to tie existing systems into the new solution to avoid multiple technology integrations with their CRM system. Inbound and outbound calling requirements included the capability to explore email, chat and web services as future functionality. They also were seeking centralised reporting across outsourced BPOs and virtualisation capabilities to optimise resources and eliminate capital overinvestment by adding capacity incrementally.
An End-to-End Solution
When evaluating contact centre providers, the telecommunications company initially considered a premise-based solution, but soon realised the expense associated with owning and managing the equipment. In addition to high capital expenditures, the company faced signifi cant costs in upgrades and annual maintenance contracts.
Additional monies would be needed to set up the contact centre and to secure bandwidth to connect the various BPOs that supplied agents for their nationally supported calling areas. The company was also seeking an end-to-end service level for availability and performance.
Proactive, Dedicated Approach to Demonstrating ROI
After considering the costs involved in purchasing premise-based technologies, the company chose Tata Communications’ InstaCC solution. InstaCC includes a hosted contact centre application, robust and resilient network access, and an international voice service. Tata Communications helped the telecommunications provider evaluate the ROI for a hosted contact centre versus a premise-based solution. The company considered factors such as the cost of technology and bandwidth, and the time and cost required to manage the technology.
They found that they could save 30 to 40 percent on a monthly basis (per agent per month) by choosing Tata Communications’ hosted InstaCC over alternative solutions. The initial order included 550 InstaCC seats with an eventual expansion planned for up to 2,000 seats. “Tata Communications’ on-demand, hosted contact centre solution helped our company shift capital expenses to the operating side of our business by leveraging InstaCC’s pay-as-you-grow model,” said the company’s CTO. “In addition, Tata Communications fully manages the solution, allowing our staff to stay focused on pleasing customers.”
For more information on InstaCC, please visit:
www.tatacommunications.com
Page 2
Customer Call Centre Location
Agent PC
Tata Communications’MPLS Cloud
Last Mile-1
Supervisor PCLayer 2 Switch
Tata Communications’Last Mile-2
MPLS PoP
Last Mile-1 Last Mile-2
Layer 2 Switch
MGW
MPLS Cloud
STL MSC Location
MPLS PoP in Chennai
ACD Cosmo Dialer CTI ServerIVR Server Reporting
Server
SBC Recorder Server
Tata Communications’ Hosted Platform with a SLA of 99.9%
BTS/BSMobile
STL MSC
Primary E1/PRI Group
Secondary E1/PRI Group
RAN
Technical Notes
• Installation, configuration and management of the media gateway and router is done by Tata Communications • Customer has an additional media gateway which will be working as the cold standby.• Layer 2 switch is installed, configured and managed by the customer• Switching between primary and secondary E1/PRI group will be done at the E1/PRI service provider level
Outsourcing their contact centre activities helped the company dramatically improve customer management efforts and resulted in increased customer satisfaction
Network Schema for Inbound with Dual Router and Dual Last Mile99.95% SLA which include Mile and Dual Router on MPLS Cloud
Improved Customer Satisfaction
The company chose InstaCC as the option that would best meet their need to stay focused on the telecommunications business. Outsourcing their contact centre activities helped the company dramatically improve customer management efforts and resulted in increased customer satisfaction. Said Ankush Gangwani, Product Management lead for InstaCC at Tata Communications, “We are honored to be the first hosting provider to deliver contact centre solutions to an Indian telecommunications company. This reinforces a trend we see in which many of today’s successful companies are considering hosted contact centre solutions. It makes sound business sense as InstaCC delivers next-generation capabilities at a fraction of the cost and time needed to install similar systems in-house.”
In addition to the InstaCC solution, Tata Communications supplies and manages bandwidth, eliminating the customer’s need to purchase services elsewhere. Additionally, all the company’s BPOs are now connected to Tata Communications’ high quality, global MPLS network which supports stringent business requirements for voice, video and data, and provides connectivity to over 150 countries worldwide.
InstaCC technology is hosted within Tata Communications’ global data centres. With nearly one million square feet of facilities around the world (including India), Tata Communications’ data centres are integrated into our Tier-1 IP backbone, and adhere to both Tier-3 and global industry standards including SAS 70, ITIL and ISO/IEC. The telecommunications provider also achieved virtualisation, which enabled their physically dispersed agents to be connected to a single, unified technology, driving operational efficiency.
Why Telecommunications’ Providers Choose InstaCC
_ Fast call resolution_ Reduced bandwidth costs compared to purchasing from discrete systems_ Bundled solution includes bandwidth, last mile, CPE, InstaCC application for (inbound/outbound calling, email), chat and web, soft phone for agents, recording and unified reporting _ Total cost of ownership (TCO) savings of 30 to 40 percent _ Scalable, pay-as-you-grow model to add seats as needed_ Rapid deployment_ Reliable, secure MPLS network backbone_ Around-the-clock, 24X7X365 support_ Full redundancy and backup to prevent data loss _ High SLA for all services
For more information on InstaCC, please visit:
www.tatacommunications.com
Page 3
“InstaCC delivers next-generation capabilities at a fraction of the cost and time needed to install similar systems in-house.”
Ankush GangwaniTata Communications
© 2009 Tata Communications, Ltd. All Rights Reserved. 3P_TC_InstaCC-casestudy_ver1.0_June-2009
IndiaTata Communications LVSB Kashinath Dhuru Marg Prabhadevi Mumbai 400 028Tel +91 22 6657 8765Fax +91 22 6639 5162
AsiaTata Communications 5 Shenton Way#34 – 10 UIC BuildingSingapore 068808Tel +65 6551 3600Fax +65 6423 0315
Tata Communications 2402 Bank of America Tower12 Harcourt RoadCentral, Hong KongTel +852 3693 8888Fax +852 3690 2022
AustraliaTata Communications King Street WharfSuite 503, 35 Lime StreetSydney NSW 2000 AustraliaTel +61 2 9299 2014Fax +61 2 9299 2019
North AmericaTata Communications 2355 Dulles Corner Blvd 7th floorHerndon, VA 20171, USATel +1 703 547 5900Fax +1 703 547 6555 Tata Communications 90 Matawan Rd – 3rd FloorMatawan, NJ 07747, USATel +1 732 888 6700Fax +1 732 888 6809
Tata Communications 1555 Rue Carrie-DerickMontréal (Québec)Canada, H3C 6W2Tel +1 514 868 7272Fax +1 514 868 7234
Middle East & North AfricaTata Communications Hamdan Street, City Center BuildingBlock – A, 2nd Floor, Office # 204P.O. Box 41660Abu Dhabi, United Arab EmiratesTel +971 2 626 6223Fax +971 2 627 2624
EuropeTata Communications Exchange Tower, Suite 7.032 Harbour Exchange SquareLondon, E14 9GE, EnglandTel +44 20 7519 4610Fax +44 20 7519 4609
Tata Communications 131 Avenue Charles de Gaulle92200 Neuilly sur SeineFranceTel +33 1 41 43 4200Fax +33 1 41 43 4200
Tata Communications Avenida de Europa 4, Bajo AParque Empresarial “La Moraleja”28108 Alcobendas Madrid, SpainTel +34 916 57 48 90Fax +34 916 62 06 79
Tata CommunicationsBettinastrasse 30D-60325 Frankfurt am MainGermanyTel +49 69 97461 123Fax +49 69 97461 149
Tata Communications, a member of the $62.5 billion Tata Group, is a leading global provider of a new world of communications. The emerging markets communications leader leverages its advanced solutions capabilities and domain expertise across its global and pan-India network to deliver managed solutions to multinational and Indian enterprises, service providers and Indian consumers. Tata Communications’ range of services include transmission, IP, converged voice, mobility, managed network connectivity, hosting and storage, managed security, managed collaboration and business transformation for global enterprises and service providers, as well as Internet, retail broadband and content services for Indian consumers. The Tata Global Network encompasses one of the most
advanced and largest submarine cable networks, a Tier-1 IP network, with connectivity to more than 200 countries across 300 PoPs, and more than one million square feet of data center and colocation facilities. Tata Communications’ unique emerging market depth and breadth of reach includes a national fiber backbone network and access to network in over 60 cities and 125 PoPs in India, strategic investments in South African converged services operator, Neotel, Sri Lanka and Nepal and, subject to fulfillment of conditions precedent, a 50% ownership in China Enterprise Communications (CEC) providing full country VPN coverage in China. Servicing customers from its offices in over 80 cities in 40 countries, Tata Communications is the number one global international wholesale voice
operator and number one provider of international long distance, enterprise data and Internet services in India, the Company was named “Best Wholesale Carrier” at the World Communications Awards in 2006, “Best Pan-Asian Wholesale Provider” at the 2006 and 2007 Capacity magazine Global Wholesale Telecommunications Awards and was awarded “Best Progress in Emerging Markets” at the 2008 Mobile Communication Awards. Tata Communications Limited is listed on the Bombay Stock Exchange and the National Stock Exchange of India and its ADRs are listed on the New York Stock Exchange. (NYSE: TCL)
www.tatacommunications.com
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