Partner: Elision TechnoLab LLP
Solution: Sangoma Cards
Featured Sangoma Product(s): Sangoma A102 2-port PRI Card
Topsgrup, Asia’s largest and leading security company with over 27,000 locations, managed to attain a 99.99% uptime for emergency helpline numbers with Sangoma cards.
Topsgrup is a leading security group in Asia with over 125,000 employees and a network of more than 130 offices. The company’s offerings to its large client base of over 9000 customers include:
- Manned Security
- System Integration
- Logistics Solutions
- Emergency Response services
- Integrated Facility Management
- People Services
Headquartered at Mumbai, India, the company has thousands of licensed officers deployed across the country. With their innovative business approach and dedicated workforce, Topsgrup prides itself in an industry-best customer retention rate of over 99.6%. For that to happen, dependable communication is essential.
One of the key services of Topsgrup is providing security to hi-pro le VIPs like Bollywood celebrities, politicians, sportspersons, etc. The company operates an emergency helpline number and a fleet of rescue vans. When a VIP customer is on the street and needs help either due to a medical emergency, fire, vehicle emergency or even mobbed by a crowd, they dial in the emergency helpline number and the rescue van closest to the vicinity reaches them in a minimum possible time. There were 3 critical aspects to the solutions required by Topsgrup:
- 24/7 availability of the emergency helpline service
- Seamless inbound and outbound calling abilities with highest voice quality
- Advanced contact center feature solutions that includes call-log tracking, integration with GPS, caller ID, agent metrics, reporting, etc.
Topsgrup contacted Elision TechnoLab LLP, Sangoma’s partner and a leading contact center solutions provider in India. Elision helped Topsgrup to upgrade their communication system to include the desired features with help from Sangoma hardware.
The Solution from Sangoma
As described above, Topsgrup’s setup is a domestic contact center solution with 16 extensions and 2 PRI lines to the PSTN.
Elision deployed their contact center solution and 2 Port Sangoma PRI card (A102) for Topsgrup. The A102 card is a robust voice and data card and supports 60 simultaneous voice calls (or 4,096 Mbps full duplex data). Primary reasons for using Sangoma A102 card in this setup:
- The well-known use case of pairing the cards with your favorite contact center solution to create a voice gateway for high volume inbound/outbound calls.
- Supported the PBX and Operating System that the Elision solution was built on
- Echo Cancellation – critical for superior voice quality.
In the case of Topsgrup, the Sangoma 2-port PRI card was a perfect solution as it provided dedicated ports for high availability and voice gateway for high volume inbound and outbound calls in the emergency helpline. The unique feature of the Sangoma PRI card is their ability and superior compatibility in most commercially available servers and motherboards and supported in most Linux and Windows operating systems. They are the number 1 choice amongst Asterisk, FreePBX, SS7 and Voice API integrators with a wide range of protocol support including PRI, CAS MFCR2, SS7 and WAN protocols.
The Sangoma card is backed by the robust Wanpipe device driver which offered a suite of diagnostic functionality, such as onboard PCAP line tracing (signaling and RTP), line statistics and audio tracing. The Wanpipe driver also improved the Asterisk system performance by 70%, resulting in more simultaneous calls and increased ROI!
Results and Benefits
The deployment from Elision took 2-3 weeks and resulted in a stable emergency helpline system with almost 100% uptime for the customer. All the calls and SMS are routed through Elision Contact Center solution which uses the Sangoma PRI card. Sangoma card has resulted in an enhancement in voice-quality too, taking the solution to a new level.
For Topsgrup, the solution has resulted in valuable cost savings and increased customer satisfaction. The latter is crucial because the primary aim of the business is to deliver effective security to their clients and to maintain the high customer retention rate.
About Elision: Elision TechnoLab LLP is the leading supplier and pioneer of VoIP solutions all over the world. The company provides career-class solutions with powerful communication technology. The company consists of a team of very skilled individuals who offer and implement solutions in network, data, video and voice infrastructure – hence, are a one-stop provider for other companies’ technology needs.