Network security provider achieves uninterrupted voice services 24x7x365 worldwide Global S Connect case study www.tatacommunications.com
Network security provider achieves uninterrupted voice services 24x7x365 worldwide A global leader in the network security appliance solutions has revolutionised the security solutions sector. Its innovative technology, ASIC accelerated performances and multi-threat protection provide real-time network protection to more than 100,000 customers across the world. The challenge A customer of leads the network security solutions segment with offices, support and development centres across the globe. For communications, between various centres and with its customers, it was using expensive services from in-country telecom providers. The company wanted to put in place the 'Follow the Sun' model for its services team for truly global 24x7 business operations. The goal was to follow best-in-class global work flows and handovers, which would mean, for instance, the Europe team handing on the job to the US team, which would then hand it on to Asia, and so on. To ensure that the 'Follow the Sun' model works successfully, it is imperative to combine the global work flows with strong collaboration among the employees based in different geographies. The company's main challenge was to provide a truly integrated communication infrastructure to its dispersed workforce. "To resolve real-life issues, the teams need to coordinate and communicate effectively. For this we require a highly reliable, resilient and cost effective corporate voice solution. This would help ensure shorter project duration and increase responsiveness to meet customer expectations," comments company spokesperson. "In addition, it is quite expensive for customers to reach us after business hours and often meant international calls. Global S Connect case study 2
The solution The technology-centric company wanted to deploy the best voice solution possible. The goal of the new communications system was to meet business needs by using tollfree numbers to connect with customers in different geographies and intelligently route the business calls within their organisation. The customer approached, a new world communication service provider, along with many global service providers, regional telcos and in-country incumbent operators. However, consultative approach towards the solution, and advanced solution capabilities, compelled the company to enter into a strategic partnership. It decided to deploy a complete and ubiquitous solution from called Global S Connect Service. Global S Connect combines high quality of service (QoS) from an MPLS (Multi Protocol Label Switching) based network with a S (Session Initiation Protocol) Trunking solution. It provides a feature-rich network with the best QoS against different business applications. For example, core network prioritises enterprise voice traffic as Class of Service One (CoS1) globally. Primary voice trunk with dual redundant gateways over MPLS PBX MPLS PE's MPLS Cloud MPLS PE's MPLS links for Global S Connect access PBX MPLS PE's Locations in United Europe US and Europe States Existing internet links with other Providers PBX Via MPLS NNI partners Global S Connect Voice NGN connected to MPLS Cloud Voice NGN connected to the internet Cloud Multiple regional voice gateways with interconnected to PSTN Relationship with more than 1600 PSTN carriers and capability to do local breakouts in over 240 countries Global PSTN interconnects Global PSTN outbound + UIFN with ToD & DoW follow the sun routing Internet Cloud Backup voice trunk with voice gateways over MPLS Global S Connect case study 3
Solution highlights Solution scales up easily as the customer s business grows: In comparison to legacy options such as TDM (Time-Division Multiplexing), new S Vo (Voice over ) trunk can be commissioned far more quickly, as the process is largely automated. This translates into a successful upgrade for the customer s communication services with minimal business disruption. Intelligent Call Routing(ICR) based on follow the sun: Incoming calls from various countries are automatically routed for after-hours customer support calls. ICR is also used to re-route calls in case of overloading in particular regions. A functional subject matter expert handles every customer, who calls on an International Toll-Free Service (ITFS) or Universal International Free Number (UIFN). These lead to high customer satisfaction and calls experience. Stringent service level agreements: promises and delivers on a service up-time of five 9s. This implies that a customer faces less than a minute of down time per week or under an hour a year. If the MPLS network goes down, a Public network takes over. This means that we have complete redundancy for PSTN access and inter-pbx (Private Branch Exchange) communication. Global S Connect case study 4
The results Brings significant returns on investment With a single network, the company sees reduction in call costs across the organisation. Automated billing and reporting further reduces the cost of management. Single network, reduced call rates, intelligent call routing, reporting, billing & cost management Single network, reduced call rates, intelligent call routing Single network, reduced call rates Single network Technology ROI Business ROI The true value and ROI, however, comes from the increase in efficiency and better customer experience. This is thanks to features such as ICR, ITFS, and UIFN access to our call centres. Enhances global coverage, redundancy Global S Connect enables 24x7x365 service across multiple time zones. It supports ITFS numbers from 105+ countries and UIFN from 45+ countries. Such coverage by a single vendor is incredible and ensures business continuity, increases efficiency and productivity manifold. If the MPLS network goes down, a Public network takes over. This means that we have complete redundancy for PSTN access and inter-pbx (Private Branch Exchange) communication. Global S Connect case study 5
Delivers excellent voice quality Global S Connect offers toll-free connections with outstanding services and rates, whether communicating with clients or business partners. We get consistent voice quality and performance on a worldwide basis using MPLS-based VPN, with priority Class of Service (CoS) and Quality of Service (QoS). With excellent audio receptivity, we are able to bridge the distance across offices, enabling effective communication and workflow. Offers interoperability services support any-to-any network architecture for the voice network. This enables direct PBX trunking, which seamlessly interoperates over S Trunks for PSTNbased ITFS access. offers us complete feature transparency, which allows us to use our existing investments in the Altigen PBX to interoperate effortlessly, thus avoiding costly network upgrades. Together with its other unique features, it strengthens operational productivity at lower costs. Global S Connect case study 6
Summary Benefits Bring significant return on investment Enhances global coverage, and redundancy Delivers excellent voice quality Offer interoperability Challenges Build a highly reliable, resilient and cost effective corporate voice network Create a 'Follow the Sun' model for its services team Combine global workflows with strong collaboration The depth of offering and its price point were very attractive. It gave us toll-free numbers in the maximum number of countries, with service level agreement on call its solution integrates and interoperates with most PBX systems, delivering a seamless solution. Global S Connect case study 7
Network security provider achieves uninterrupted voice services 24x7x365 worldwide A Global S Connect case study India Plot No C 21 & 36, G Block, Bandra Kurla Complex Bandra (E), Mumbai 400 098 Tel +91 22 6657 8765 Fax +91 22 6691 0000 North America 2355 Dulles Corner Blvd 7th floor Herndon, VA 20171, USA Tel +1 877 255 8282 Fax +1 703 547 6555 Europe 1st Floor, 20 Old Bailey London EC4M 7AN United Kingdom Tel +44 20 7029 9500 Fax +44 20 7029 9640 Asia International Pte Ltd Exchange 35 Tai Seng Street #06-01 Singapore 534103 Tel +65 6632 6700 Fax +65 6634 8570 2402 Bank of America Tower 12 Harcourt Road Central, Hong Kong Tel +852 3693 8888 Fax +852 3690 202 Australia King Street Wharf Suite 503, 35 Lime Street Sydney NSW 2000 Australia Tel +61 2 9299 2014 Fax +61 2 9299 2019 90 Matawan Rd 3rd Floor Matawan, NJ 07747, USA Tel +1 732 888 6700 Fax +1 732 888 6809145 1555 Rue Carrie-Derick Montréal, Québec Canada, H3C 6W2 Tel +1 514 868 7272 Fax +1 514 868 7234 Middle East & North Africa Hamdan Street, City Center Building, Block A, 2nd Floor, Office # 204 P.O. Box 41660 Abu Dhabi, United Arab Emirates Tel +971 2 626 6223 Fax +971 2 627 2624 131 Avenue Charles de Gaulle 92200 Neuilly sur Seine France Tel +33 1 41 43 4200 Fax +33 1 41 43 4209 Avenida de Europa 4, Bajo A Parque Empresarial La Moraleja 28108 Alcobendas Madrid, Spain Tel +34 916 57 48 90 Fax +34 916 62 06 79 Bettinastrasse 30 D-60325 Frankfurt am Main Germany Tel +49 69 97461 123 Fax +49 69 97461 149 For more information on our Global S Connect Service, please visit: www.tatacommunications.com About is a leading global provider of a new world of communications. With a leadership position in emerging markets, Tata Communications leverages its advanced solutions capabilities and domain expertise across its global and pan-india network to deliver managed solutions to multi-national enterprises, service providers and Indian consumers. The Tata Global Network includes one of the most advanced and largest submarine cable networks, a Tier-1 network, with connectivity to more than 200 countries across 400 PoPs, and nearly 1 million square feet of data center and collocation space worldwide. ' depth and breadth of reach in emerging markets includes leadership in Indian enterprise data services, leadership in global international voice, and strategic investments in operators in South Africa (Neotel), Sri Lanka ( Lanka Limited) and Nepal (United Telecom Limited). 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) 2012 Ltd. All Rights Reserved. and the Tata logo are trademarks or registered trademarks of Tata Sons, Ltd. in the United States and certain other countries. All other trademarks mentioned in this document are the property of their respective owners. 8