Voice Services

Customer Case Studies

Business Services

Leading Indian university with 700+ colleges

To enable a clear measure of University’s marketing campaign and improve channel of

interaction with prospective student through:

• Public Dial-in nos. corresponding to each institute (Learning Centre)

• Daily MIS Reporting with specific fields related to each call

• SMS service corresponding to each call

• Conditional Routing (No Answer/Busy) of calls to each Learning Centre phones

A unique, first ever, solution integrating CDMA, GSM and SMS technology covering all the Indian

telecom circles:

• Provisioning Mobile nos. corresponding to each Learning Centre (LC) so that local charges

applicable to all callers in any circle

• Callers reach desired LC through an end to end managed OBD platform using its call forward

(dial-out feature). OBD platform configured for conditional routing for final routing of the calls to

LC to ensure 100% call answer rate

• OBD platform connected to

• Both GSM & CDMA MSCs to ensure complete coverage

• Tata Docomo SMS gateway for sending SMS to mobile callers at the end of the call

• Web-based GUI to generate customized MIS reports such as call duration, missed calls,

total calls received etc.

• Improvement in University customer experience with multilevel interaction on voice as well

as SMS

• Greater visibility on marketing campaign impact and clarity on ROI

Business need

Solution by Tata Docomo

Benefits

Business Services

International hotels group

Customer call center required-

• 25 domestic toll free numbers corresponding to each hotel presence

• ISDN PRI termination with an uptime SLA of 99.9%

• Replacement of their existing service provider toll nos.

• Flexible network design to identify calls corresponding to each hotel at the call centre

• 25 Toll Free nos. & 2 ISDN PRI

• Both ISDN PRIs served from different C5 PSTN switches simulating Dual PoP architecture

and served from 2 different SDH multiplexers at Customer Premises simulating dual last

mile

• Call Routing with primary & secondary path for all traffic delivered on two different last mile

• Automatic fall back of inbound voice traffic to second PRI from IN switch in the event of last

mile failure, call overflow or C5 switch issues

• Overflowing calls routed to call centre through secondary path

• Dual last miles provisioned on fiber ring backhaul ensuring 2-Way ring protection

• All TFNs terminating on unique DIDs to ensure identification of respective called location

• Web based GUI interface access to customer admin team for TFN termination no.

management and flexibility of modification.

• Higher visibility over operations and greater control

• Stable operational backbone with high uptime

• Flexibility of operations to customer

Business need

Solution by Tata Docomo

Benefits

Business Services

India’s leading e-commerce website

The customer required PSTN access solution for its 2 major locations. Their existing

service provider could not address the following requirement and challenges

• Toll Free Number for call centre operation with high uptime

• Termination PRIs required for Toll Free callers with high SLA

• SIP Trunk required for office purposes

• Low uptime and turnaround time from existing service providers. Customer needed a

provider that could serve with high uptime and TAT

• Manual change process with existing service provider to manage disaster

Tata Docomo provided the customer an integrated voice solution comprising of :

• SIP trunk for office purpose ensuring easy scalability with low maintenance

• PRI for call centre access delivered on dual last mile, fiber and RF ensuring 3 way

protection

• Toll Free Services with conditional routing on IN platform for auto fail-over. A web-

based GUI access with real time change on toll free termination ensuring

geographic redundancy

• Smooth migration and easy deployment of services resulting in customer satisfaction

• Increased productivity of the existing call center: They could handle larger call

volumes and hence service higher demand as well as address customer complaints

efficiently

Business need

Solution by Tata Docomo

Benefits

Business Services

India’s richest municipal body

The Municipal Corporation needed connectivity between wards and control room on a

voice solution that could be easily deployed, scalable as well as offer cost flexibility basis

utilization:

• Tata Docomo configured Walkys at ward locations which included hotline feature

• Hotline feature enables auto dial-out of pre-configured number (in this case control

room) as soon as phone is taken off-the-hook

• PRI provisioning at control room. Reception of control room to have digital phone

with DSS (direct station select) feature that enabled a dial out to reach individual

ward through keys assigned to each location

• Customer could effectively handle calls between individual wards and control room

• They did not need to maintain a directory of ward office numbers anymore

• CUG plan helped reduce costs

• Eliminated the need for PBX at individual ward location saving the customer CAPEX

• Eliminated the requirement of mega configuration exercise in case of addition of new

wards

Business issues

Solution by Tata Docomo

Benefits

Business Services

India’s leading airline

The Airline Call Center required:

• Domestic Unified access number/Toll free number/Local number for outgoing call

• ISDN PRI termination with an uptime SLA of 99.9%

• Replacement of their existing service specific Toll Free nos. with a single access no.

common to all services.

• Hosted and Managed Contact Center Solution

• Universal Access Number (UAN) with termination at different Call Centers

• Call collection at single location and routing to other centers on the IVR logic over MPLS

resulting in CLIP transparency

• Separate PRIs for Inbound and Outbound voice traffic

• Automatic fall back of inbound voice traffic to a different geographically separated call

centre from Tata Docomo’s IN platform in the event of disaster

• Web based GUI interface access to Airline for UAN termination no. management

• Flexibility of using day and time based routing for UAN

• Airline customers could call local from any location in India

• Call Center increased operational productivity by maintaining a high productivity

resulting in reducing operational costs

• Efficient call center operations

Business issues

Solution by Tata Docomo

Benefits

Business Services

Thank You

For further details, please contact us at

mktg@tatatel.co.in