At AudioCodes, we believe that our advanced communications software, products and productivity solutions offer the very best quality and value in today’s highly competitive business landscape. Read on to see how our market-leading technology helped India-based Tata Tele Business Services simplify its Microsoft Teams voice calling and contact center services.
The Customer
Tata Tele Business Services (TTBS) is a dominant player in India’s enterprise market, with 99% coverage across major cities. As a Microsoft partner, TTBS resells Microsoft licenses and offers Microsoft Teams as a unified communications (UC) solution. To enhance its offering, TTBS wanted to introduce Direct Routing and Operator Connect capabilities, as well as other value-added services, in a simple and efficient manner.
The Challenge
As Microsoft Teams continues to gain traction as a leading UC solution in India, TTBS identified a unique opportunity to provide seamless PSTN connectivity through its SIP trunk infrastructure. However, achieving this required overcoming key challenges:
- Accelerating time-to-market without having to build a complex voice infrastructure
- Enabling customers to keep their existing phone numbers while transitioning to cloud-based solutions
- Securing Microsoft certification for Direct Routing and Operator Connect to ensure reliable calling
- Offering additional productivity-boosting applications to gain an edge in an extremely competitive market
To meet these goals, TTBS needed a platform that not only simplified deployment for customers but also unlocked lucrative new revenue streams, all while maintaining reliability and efficiency.
The Solution
After a comprehensive evaluation process, TTBS chose the AudioCodes Live Platform, hosted on Microsoft Azure, to meet its growing business needs. This cutting-edge solution brings together:
- Certified Microsoft Teams solutions for voice and contact centers
- AI-powered applications to enhance user and customer experiences
- Automation tools for streamlined onboarding and management
Live Platform integrates seamlessly with TTBS’s SIP trunking network, initially supporting Teams Direct Routing, with plans to implement Operator Connect at a later date. It offers a range of features tailored to modern communication demands:
- Teams-certified voice connectivity powered by AudioCodes’ session border controller (SBC) technology
- Value-added voice applications, including AI-driven contact center solutions, interaction recording and conversational analytics
- Simplified, automated onboarding, eliminating the need for specialized hardware
The first value-added Live Platform service rolled out by TTBS was Voca CIC, an AI-first contact center solution designed for omnichannel communication. As a lightweight, Azure-native tool, Voca CIC integrates directly with Microsoft Teams to deliver a familiar calling experience while offering advanced contact center features powered by conversational AI.
Here’s why the AudioCodes Live Platform is a game-changer:
- Unified communications services: Seamlessly combining voice calling and contact center capabilities within the Teams ecosystem
- Rapid deployment: Automation tools accelerate onboarding and simplify ongoing management
- Scalability and security: Built on Azure’s robust infrastructure for reliable and secure operations
- Enhanced customer experiences (CX): AI-driven tools improve satisfaction for both customers and employees
- Efficient lifecycle management: Intuitive UI makes service management and troubleshooting a breeze
The Results
The adoption of the AudioCodes Live Platform has revolutionized TTBS’s delivery of Teams-based unified communications and voice services. Branded as Smartflo UCaaS, this exciting offering brings:
- Fast onboarding and scalable deployments across India’s major telecom regions
- A reliable, enterprise-focused UCaaS solution built to meet diverse business needs
- Extensive service coverage, reaching 95% of India’s enterprise market
With Smartflo UCaaS, TTBS is empowering businesses across the country with seamless, scalable and dependable communication solutions.
“With AudioCodes Live Platform, our Smartflo UCaaS solution is revolutionizing how Indian enterprises adopt Microsoft Teams-based services. The platform’s speed, automation and reliability give us a competitive edge in a rapidly evolving market.”
Amit Thakkar, Vice President Product, Tata Teleservices
