Tata Tele Business Services (TTBS) provided the client with a Toll Free Number (TFN) to carry customer calls from different locations. To enable cost efficiency, Session Initiation Protocol (SIP) Trunk with 300 channels was set up in central locations and TFN calls were routed to its Public Switched Telephone Network (PSTN) pilot number. TTBS’s technology involving geography-based routing that facilitated location and language based steering to the right call-centre executive. The robust SMS gateway platform was integrated with data pertaining to Customer Relation Management (CRM) so that trouble tickets and service request numbers were delivered to the customers’ mobile numbers directly.
The solutions offered by TTBS enabled the client to achieve operational efficiency, while providing the comfort of speaking to someone from the same region to its customers. It supported the geographically-spread company to enjoy a ‘single office’ experience in spite of having distributed offices and a support and service network which was spread across the country. TTBS solutions also helped the company to consolidate operations and seamlessly function through the process of implementation of digitisation.