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Enterprise voice deck apac v2 30-07-12
The document discusses enterprise voice and collaboration services provided by Tata Communications. It addresses problems with traditional voice services such as expensive long distance calls and uneven customer support. Tata Communications offers SIP trunking which provides fully managed global voice service with high quality of service and support for multiple PBX systems. The company also offers audio conferencing and collaboration services that allow geographically dispersed teams to communicate at a low cost. Finally, the services enhance customer experience through toll-free numbers that can be accessed across many countries and call routing to global call centers.
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Enterprise voice deck apac v2 30-07-12
- 1. Enterprise Voice Services Communicate, Collaborateand Enhance Customer Service © Copyright 2011 Tata Communications Ltd. All rights reserved. 1
- 2. The Enterprise VoiceCollaboration Enigma Expensive long distance calls Uneven and expensive customer care numbers Unavailability of voice utilization reports on a global basis Limited dial in numbers and poor call quality in audio conferences Complexity of managing multiple service providers across global offices Uneven call routing and voice response system globally © Copyright 2011 Tata Communications Ltd. All rights reserved.
- 3. Communicate © Copyright 2011Tata Communications Ltd. All rights reserved. 3 3
- 4. Communicate Better withSIP Trunking © Copyright 2011 Tata Communications Ltd. All rights reserved. 4
- 5. Communicate Better withSIP Trunking Fully managed: global on-net and offnet service Resilient, secure and high QoS Interoperability: supports multi vendor PBXs on both TDM and IP Simplified dialing: flexible global access Affordability: competitive off-net pricing Cloud based delivery: intelligent call routing and delivery © Copyright 2011 Tata Communications Ltd. All rights reserved. 5
- 6. Communicate Better with“SIP Trunking” Versatility: can adapt to work with different voice networks Investment protection: no forklift of existing equipment Global telecom spend dashboard: performance and utilization reporting globally © Copyright 2011 Tata Communications Ltd. All rights reserved. 6
- 7. Collaborate © Copyright 2011Tata Communications Ltd. All rights reserved. 7 7
- 8. Collaborate Offshore Team Office Dials in tothe bridge using the participant passcode Team initiates the call by sending the participant pass code to the other members while joining via host pass code Audio Conferencing Server A road warrior Dials in to the bridge using the participant pass code © Copyright 2011 Tata Communications Ltd. All rights reserved. Working from home Dials in to the bridge using the participant pass code 8
- 9. Collaborate – Advantages • Immediatecost savings: up to 80% on travel costs • Accelerating decision making: share ideas, Speedy project completion • Scaling knowledge: deploy trouble-shooting training, subject matter expertise • Unifying the organization: cement corporate culture & goals, geographically dispersed work sites • Improve work/life balance: increased job satisfaction with less time on the road • No Capital expenditure: pay per use • Extend your company's reach • Enhance customer satisfaction • Increase internal business process efficiency • Close deals faster • Provide fast IT support © Copyright 2011 Tata Communications Ltd. All rights reserved.
- 10. Collaborate – Benefits Globalreach: 95+ countries, 65+ countries ITFS destinations, 35+ local access destinations Always on: bridge uptime assurance of 99.9% Simplified billing: single Invoice , single supplier multi-currency billing Enhanced customer care: multi-lingual and 24/7 online support Flexibility: multi-lingual and 24/7 online support Quick Ramp up: rapid & tailored implementation Highly Secure: enhanced PIN based security feature for confidential conferences Compliance: ISO 14001, BS7799, TL9001 standards compliant Ease of Use: single console for both audio and web session: conference summary report after every conference 10 © Copyright 2011 Tata Communications Ltd. All rights reserved.
- 11. Enhance Customer Experience © Copyright2011 Tata Communications Ltd. All rights reserved. 11 11
- 12. Enhance Customer Experience ©Copyright 2011 Tata Communications Ltd. All rights reserved. 12
- 13. Enhance Customer Experience Extendyour business reach globally through ITFS, UIFN, LNS and TFS with SAC Receive toll free calls from more than 90 countries through ITFS Simplify marketing and customer service using a single UIFN number across 45 countries Switch to Tata Communications with no change to the existing toll-free numbers. Be a local player to your customer through local number service(LNS) © Copyright 2011 Tata Communications Ltd. All rights reserved. 13
- 14. Enhance Customer Experience Routeand distribute calls to call centers globally User defined criteria based call routing Service your customers’ inquiries via IVR Pay Per Use Offers stable and high quality voice © Copyright 2011 Tata Communications Ltd. All rights reserved. 14
- 15. Enhance Customer Experience- Advantages • Flexibility to connect to the largest TDM-VoIP hybrid network • Simplified deployment • One-Stop shop • Reduce capital expenditures • Improve efficiencies from a global workforce • Access to high-quality and redundant infrastructure © Copyright 2011 Tata Communications Ltd. All rights reserved. 15
- 16. Enterprise Voice Services -Benefits © Copyright 2011 Tata Communications Ltd. All rights reserved. 16 16
- 17. Benefits: Expansive Reach • • • • • 100+ countries(ITFS), 45+ countries(UIFN), 40+ countries 100+ cities Local Number Services (LNS), 75 countries( ITFS with service access codes) is the best in the industry. Competitive Pricing • Call Quality • Enjoy premium call quality © Copyright 2011 Tata Communications Ltd. All rights reserved. Cost competitive offering. Quick turnaround all Quality • • • • Short end-to-end provisioning lead time Online provisioning and fault reporting tool Short end-to-end provisioning lead time Online provisioning and fault reporting tool 17
- 18. Worldwide Voice Leader #1 International voice carrier Terabits ofInternational Bandwidth Lit Capacity Billion minutes of international voice traffic #1 Submarine cable owner Petabits every month on our internet backbone © Copyright 2011 Tata Communications Ltd. All rights reserved. 18
- 19. Thank you © Copyright2011 Tata Communications Ltd. All rights reserved. 19 19
Editor's Notes
- #3 Expensive Long Distance Calls:To interact with heavy traffic of customers, suppliers, buyers, vendors, other business communities that are available over PSTNUneven and expensive customer care numbers for customers:No local numbers and toll free numbers. Call routing and integrated voice response to my customers that are distributed across the worldUnavailability of utilization reports on a global basis: on usage, peak hour calls, capacity utilization, quality of service with 24/7 customer service. timely and error free billingUnavailability of audio conferencing service with excellent call quality and expansive dial in numbers globally at a competitive priceComplexity of managing multiple service providers across global officesUneven call routing and voice response system globally:Call routing and integrated voice response are not common across customers that are distributed across the world
- #5 As a cost-effective alternative to TDM (time division multiplexing), multiple locations connect to our SIP network using multiple access mediums i.e., Internet and MPLS that can support integrated access for SIP and non-SIP enabled PBXs.SIP trunking offers significant cost-savings by enabling consolidation of PBXs, by eliminating the need for local gateways and associated ISDN lines.Tata Communications has 12 SIP trunking gateways deployed all over the world, on the world's largest voice network with connectivity to 1500 carriers for call termination anywhere in the world.
- #6 SIP Trunking: Fully-managed, end-to-end worldwide service that supports both intra-office voice (On-net) and calls to and from the PSTN world (Off-net)Resilient, Secure and high QoSOur highly resilient and secure MPLS network supports multiple classes of service with voice routing prioritized over all other traffic leading to an enterprise grade converged communication solution. Interoperability: Supports Multi vendor PBXs on both TDM and IPOur feature transparent systems can seamlessly interoperate with multi-vendor PBXs of legacy Time Division Multiplexing (TDM) and IP Telephony combination. Simplified dialing: Flexible global accessCentralized dialing plans allow you the flexibility of private short digit dial-plan and E.164 international direct dial administration and maintenance through one system. Affordability: competitive off-net pricingDue to our wide reach, global alliances and volume, we can offer the most competitive off-net pricing, lowering your international calling costs. Cloud based delivery: Intelligent call routing and deliverySince we handle call routing intelligently from the cloud, all calls are distributed and delivered to all the facilities/branches of the customer worldwide, efficiently.
- #7 Versatality: TCL has already made the integration and technology investments to deliver a truly versatile voice network. Investment Protection: Customers save the cost of upgrading legacy equipment or dealing with multiple vendor technologies.Global Telecom Spend Dashboard: Performance and utilization reporting globallyPerformance reporting and call management is offered.
- #9 A typical audio conference.
- #11 Global Reach :Global solution with conferencing bridges in US, EMEA, India, Singapore, Australia that significantly makes it cost effective for the customer.Global coverage (95+ countries)Global connectivity to the India bridge withDomestic Local Access from 15 cities in IndiaInternational DID access from 12 major countriesToll free calling from 55 countries available to access the India bridge.Simplified billing :Single invoice for Audio & web conferencing servicesSimplified Single Supplier Multi-Currency Billing-Wherever TCL entity is there.Flexibility:Enormous flexibility to conduct conference on a bridge country with maximum participants in each conferenceAlways ON :Bridge uptime assurance of 99.9% with a hot stand-by bridge of equal capacity to ensure immediate switch-over in case of any downtimeEnhanced Customer care :Multi-lingual and 24/7 online support Audio & Web Helpdesk Support.Quick Ramp up:Rapid & Tailored Implementation Ease of use :Single console to the user to manage the entire Audio/Web session .Conference summary report via e-mail to the moderator after every conferenceSecurity:PIN based enhanced security feature for confidential conferencesStandards Compliant ISO 14001, BS7799, TL9001 certifiedEase of use :Single console to the user to manage the entire Audio/Web session .Conference summary report via e-mail to the moderator after every conference
- #14 International Toll Free Services (ITFS), Universal international free phone number (UIFN), Local Number Service (LNS), ITFS with service access codes (SAC) that makes it easy for customers and employees to contact and extend the business reach globally. ITFS enables you to receive toll-free calls from payphones, landlines or mobile phones from more than 90 countriesSingle toll-free UIFN across spans more than 45 countries. Enterprises can simplify marketing and customer service efforts by using a single number across multiple countries.Our architecture allows the customer to switch to Tata Communications with no change to the existing toll-free numbers. The availability of direct connections from one of our voice PoPs or via public switched termination enables you to terminate calls at any location. Local Number Service(LNS) makes the customer look like a local player for their customer that will build enduring customer intimacy while calls are delivered through Tata Communications’ Global Voice Network. Local Number Service (LNS) provides customers and employees with a number from the same city or country as the caller. This service is ideal for any business that requires local phone numbers in several calling areas.
- #15 Customers can unleash the productivity of the distributed workforce through cloud based Intelligent call routing (ICR) and Interactive voice response (IVR) on Internet Protocol(IP) platform to route and distribute calls across multisite and multi-geography call centers both in-house as well as vendor-operated.Tata Communications Intelligent Call Routing (ICR) is a high-quality, network based service that routes toll-free or local number calls to specific locations based on customer supplied data and requirements.The Interactive Voice Response service (IVR) is a voice-based interactive service that allows customers to direct their calls to the most appropriate locations and to service their inquiries by following the voice-guided menu over the Tata Communications network. Our services are available on a per-usage basis, with no up-front capital expenditures required. This reduces the Total Cost of Ownership (TCO) compared to an in-house solution. Our Intelligent Call Routing platform can route calls based on customer prompts or predetermined rules, with up to six sites per access number. As a result, you can painlessly distribute calls to captive or outsourced call centers, in the full range of global destinations. We offer stable, high-quality voice routing with direct interconnects to all suppliers, and global backup routes in case of unexpected downtime. Our voice network offers: Stringent monitoring of call quality on all routes - TDM and IP Our reliable and seamless transport of all calls ensures that you deliver the best possible customer experience.