Abrir menú de navegación

Tata Tele Business Services

Simplifying Microsoft Teams Voice Calling and Contact Center Services with Cloud Technology

Executive Summary

Tata Tele Business Services (TTBS), a leader in India’s enterprise solutions space, sought an efficient way to deliver Microsoft Teams calling and contact center services to businesses across India. By adopting the AudioCodes Azure-based Live Platform, TTBS rapidly deployed Microsoft-certified services, ensuring seamless customer onboarding and streamlined service delivery.

Background

TTBS holds a strong presence in India’s enterprise market, covering 99% of its footprint across major cities. As a Microsoft partner, TTBS resells Microsoft licenses and offers Microsoft Teams as a unified communications solution. To enhance its offering, TTBS aimed to introduce Direct Routing, Operator Connect capabilities and other value-added services in a simple and efficient manner.

For more information, visit the Tata Tele Business Services website.

  • Deliver rapid time-to-market without building a complex voice infrastructure

  • Allow customers to retain existing phone numbers while benefiting from cloud-based infrastructure

  • Ensure Microsoft certification for Direct Routing and Operator Connect for reliable calling

  • Provide productivity-enhancing applications to stand out in the competitive market

"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

Challenges

The increasing adoption of Microsoft Teams unified communications (UC) in India presented an opportunity for TTBS to offer seamless PSTN connectivity via its SIP trunk infrastructure. However, TTBS needed a solution to:

  • Deliver rapid time-to-market without building a complex voice infrastructure.
  • Allow customers to retain existing phone numbers while benefiting from cloud-based infrastructure
  • Ensure Microsoft certification for Direct Routing and Operator Connect for reliable calling
  • Provide productivity-enhancing applications to stand out in the competitive market

TTBS required a platform capable of delivering these features while simplifying deployment for customers and creating new revenue opportunities.

SaaS Delivery Plaftorm for Smooth Delivery of UCaaS Services

Following a thorough evaluation process, TTBS selected AudioCodes Live Platform to address its needs. This Azure-hosted platform offers:

  • Certified Microsoft Teams solutions for voice and contact centers
  • AI-powered applications for enhancing user and customer experiences
  • Automation tools for streamlined onboarding and management

The platform integrates seamlessly with TTBS’s SIP trunking network, initially supporting Teams Direct Routing, with plans to implement Operator Connect. Key features include:

  • Teams-certified voice connectivity via AudioCodes’ session border controller (SBC) technology
  • Add-on voice applications such as AI-first contact center, interaction recording and conversational analytics
  • Simplified, automated onboarding without the need for specialized hardware

The first service deployed by TTBS was Voca CIC, an AI-first contact center solution designed for omnichannel communication. This lightweight, Azure-native tool integrates with Teams to provide a familiar calling experience while offering advanced contact center features powered by conversational AI.

The key benefits delivered by AudioCodes Live Platform are:

  • Unified communications services
    Combining voice calling and contact center capabilities for a seamless Teams experience.

  • Rapid deployment
    Automation tools enable quick onboarding and simplified management.

  • Scalability and security
    Leveraging Azure’s robust infrastructure for reliable and secure operations.

  • Enhanced CX
    AI-driven tools elevate customer and employee experiences.

  • Efficient lifecycle management
    Intuitive UI simplifies service management and troubleshooting.

Results

The implementation of AudioCodes Live Platform transformed TTBS’s ability to deliver Teams-based unified communication and voice services. Branded as Smartflo UCaaS, the offering enables:

  • Rapid onboarding and scalable deployment across India’s top telecom circles
  • A robust and reliable UCaaS solution tailored to enterprise needs
  • Comprehensive service coverage, reaching 95% of India’s enterprise customers

Amit Thakkar, Vice President Product, Tata Teleservices stated: “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.”

By integrating advanced technologies and simplifying service delivery, TTBS continues to strengthen its leadership position in the Indian enterprise market, empowering businesses with cutting-edge solutions that drive productivity and growth.

Contáctenos