Voice Services for International Call Centers

Agenda – Technical Presentation

What is Voice Services for International Call Centers?

• Traditional call centre set-up
  • Dedicated IPLC or VPN
  • Last mile at India and Foreign end
  • MUX (equipment) at India and Foreign end
  • Co-location charges at foreign end
  • Foreign end PSTN termination/Origination
  • Management cost
  • End to end Redundancy cost

What is Voice Services for International Call Centers?

• Reliance Voice Services for International Call Centers offering
  • Reliance’s high capacity managed TDM backbone
  • Reliance provides Telco grade MUX at India and Foreign end
  • Large pool of Multiple Carriers Available for termination/ origination
  • Bundled co-location charges
  • Last mile in India on Reliance uncompressed, ring based local loops
  • Improvement of Outbound calls through Cranckback features in US switches
  • Carrier grade redundancy
  • Reliance Voice Services for International Call Centers– commercial highlight
    • Zero Capex, minimal start-up cost
    • No fixed Opex
      • IPLC rental, Collocation, US T1 Port charges, Local loop in USA/ UK/…
      • No network maintenance overheads
  • No variation in cost per min due to volume fluctuations
  • An end-to-end charge converted in per minute
  • Addressable to all major markets to / from India
  • Pay for whatever traffic sent
  • Single window O&M for entire network
    • Local loop, India NLD circuit, ILD circuit
    • Foreign PSTN
    • MUX equipment

  Reliance Network Infrastructure

  • Reliance owned Global PoPs
  • TDM switches
  • Compression equipment
  • International cable system
  • LA PoP connectivity
  • Mumbai NOC connectivity
  • Reliance owned global PoPs
    • USA PoP
      • 1, Wilshire Building, 8th Floor, Suite 800, Los Angeles, LA 90017
      • 60 Hudson Street, 12th Floor, Suite 1215, New York, NY 10013
      • 325 Hudson Street, New York
    • UK PoP
      • London Hosting Center (FLAG Landing Station)
      • Telehouse (East)
    • HK PoP
      • Sinofavour Building, MegaiVantage
  • 27 PoPs through FLAG covering all major areas of the world
  • TDM switch
    • Ericsson AXE 10- at LA and NY
      • ~500 Mn Min per month built-up capacity
      • LA and NY switch Interconnected
      • London PoP connected to NY
      • HK PoP connected to LA
      • Deploying NGN at LA, NY, London, HK
      • Multiple Tier 1 carriers connected
        • > 50 total Carriers connected
        • Interconnection to incumbent carriers
      • Redundant Signaling links with large carriers
  • TDM and NGN Signaling Network
    • Own SS7 Network for Inter-switch transactions
      • Dual Quad STP architecture deployed to interconnect all TDM, NGN switches
      • Link deployment on diverse path over transport network to achieve 2-cut redundancy
      • Each Element connected to one pair of STPs
      • Fallback signal path via other switch
    • Interfaces supported
      • E1 level on ISDN PRI (Euro), SS7
      • STM1 level on SS7
    • Supports very high BHCA for Tandem applications
  • Compression Equipment
    • Veraz based Compression equipment
    • Toll quality voice
    • G.729 CODEC, Veraz uses its algorithm additionally
    • ~7 : 1 compression ratio
    • Service based priority routing being implemented for auto switchover
    • Clear transmission of DTMF and fax (G3)
  • International cable system
    

  

  • Typical US Pop connectivity

  

  • Mumbai NOC connectivity
  

  International Call Center Solution

  • Outbound Calling
  
  • Outbound Calling
    • Dialer in India
      • Delivery in G. 703 E1 Electrical interface
      • Signaling ISDN ETSI PRI
      • Can be to PABX also for manual outbound calls
      • PABX and Dialer synchronised with Reliance network precision Clock

  • Inbound Calling
  
  • Inbound Calling
    • Toll free service
      • USA and Canada from Tier 1 suppliers like Verizon, Sprint, AT&T...
      • UK, Europe from Tier 1 suppliers like BT, C&W, Colt...
      • Call Handover
        • For US/ Canada, at 1 or 2 locations based on origination for better network efficiency, redundancy
        • For UK/ Europe, at 1 or 2 locations for physical path / PoP level diversity
        • Suppliers chosen have enough Interconnect capacity with ILECs/ RBOCs for better call completion
      • Direct pickup of traffic using interconnect rather than using PSTN as call forward
      • Case study - “Reliance Indiacall” NRI toll free service
    • Reliance can ‘port’ current Toll free number to its network, if required #
    • Toll number, DID
      • Customer can use existing Toll free number and map to Reliance toll number
  Business Benefit
  
  
  • Anywhere in the world inbound/ outbound call center overnight!
    • Open new areas of business without any incremental infrastructure cost
    • Use time zone difference for increasing revenue base without any incremental infrastructure cost
      • USA, UK, Europe, Gulf , Australia or others
  • End-to-end solution form single provider
    • local loop,National leg, international leg, switching and multiplexing, US PoP and PSTN termination and aggregation services
  • Reduce cost of operations for pilot, new client or expansion of capacity
    • No fixed cost of IPLC,
    • No Capex of compression equipment, routers, cable modems,
    • No recurring Annual Maintenance charges for network devices
    • No manpower required in USA/ UK for network management, server etc.
    • Reduced collocation cost with equipment at your India premise
    • No worries about IPLC network utilisation level and allied operating cost changes
    • No separate IPLC required for different client or redundancy reducing efficiency

  Reliance Roadmap
  

  Reliance Roadmap > Hosted International Call Center Solution

  • Definition
    • Service provider
      • owns, operates a contact center technology platform
      • provides services to International Contact Center organisations
    • International Contact Center to pay for the service on a monthly OR usage basis – paying per seat logged on to the system during a given period.

  Reliance Roadmap > Hosted Solution includes…

  • Delivery on TDM and SIP endpoints
  • Outbound Dialer services
    • Predictive, Preview
    • Campaign Manager
    • Real-time and Historical Reporting
  • Inbound Services
    • Automatic Call Distributor
    • Network-based IVR
    • Take-back-and-transfer
    • Load balancing, Disaster recovery
  • Multi-channel interaction support – voice, email, chat
  • Prelimnery Logger
  • Supervisory & Administration functions

  Reliance Roadmap > Business Benefits - Customer

  • Pay-per-use with full scalability
    • Pay for minutes of use or on per seat basis as is viable
    • Volume slabs allow you to reduce the cost as your business grow
  • Quick ramp-up of traffic, start-up of new pilot possible
    • Save time, efforts and resources in network deployment, integration
    • Dialer can be premise based with bandwidth optimised
  • Opex oriented model than Capex oriented making project viable
  • Real time management facility like a premise based solution
  • Complete tenanting of facility for full security
  • A la carte approach – Take an element as you need, as much you need
  • Maximise existing investment into legacy system – derive more value
  • Try upcoming technology with lower risk e.g. Speech recognition
  • Improve service levels
    • Open systems standards, higher availability
    • Disaster recovery built-in (for agreed % capacity)
  • Move towards Virtual Call Center across the world…

  Forward Path

  • Prospecting – Questionnaire
  • Establish Technical Feasibility based on Inputs to Questionnaire
  • BSG, Enterprise Sales HQ to provide proposal, pricing
    • Pricing for major markets
    • Proposal Draft provided
    • Proposal based on Volume commitment per E1 MUST
    • Bank guarantee, security deposit for 60 days traffic
      • Deviation to be authorized by Circle Head, Enterprise HQ
  • Capacity available for sale and control to be exercised by Enterprise Sales HQ
  • Customized solution requirement to be validated by Global Business Product Team
  • Hosted Product related details will be submitted as we approach market
  • For Order execution complete documentation required – GTC, PTC, SLA, VSFC CAF
    
  • No local PRI CAF to be used
  • Global Business to work for centralized Service Delivery, local CIO involvement for customer handling required
  • Bills will be issued by Global Business directly to customer, copy to Rev Assurance HQ and Field, Account Manager
  • Deposit, Bank guarantee monitoring by local Rev Assurance
  • Separate Service Assurance desk for Global usage based service support