Background
Based in India, IGATE (www.capgemini.com) is the first fully “integrated technology and operations” (iTOPS) firm with a global services model. IGATE enables its clients to optimize their business through a combination of process investment strategies, technology leverage and business process outsourcing and provisioning. The company has leveraged its deep understanding of diverse business challenges faced by global enterprises, coupled with thought leadership in IT, and process/operations excellence in building the iTOPS framework.
As a leading innovator in the field of telecommunications, IGATE had made the transition from TDM to SIP connectivity a number of years ago, replacing its obsolete Nortel switches with AudioCodes Mediant 3000 high availability media gateways. A description of IGATE’s highly successful migration to an IP infrastructure can be found in an earlier case study published on AudioCodes’ website.
With thousands of calls passing through IGATE’s global voice infrastructure every day, one particular challenge facing the company was monitoring voice quality. Even with systems from leading vendors such as Cisco, Avaya and Microsoft, many factors can lead occasionally to calls being dropped suddenly or voice quality below acceptable levels. IGATE had no mechanism in place for monitoring its SIP-based voice network or reporting problems as they occurred across the network and no easy way of troubleshooting and determining the causes.
“Our success is based on our customers’ ability to communicate clearly and reliably with their own clientele,” explained Jayant Jayaram Varadarajan, AVP of Global Telecom and Networks at IGATE. “A bad call can result in a loss of business so it was crucial for us to implement a solution that could monitor voice quality and alert our Network Operations Center (NOC) staff promptly when problems arise,” he continued.
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Monitoring
Real-time network voice quality monitoring
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Issue resolution
Rapid recognition and resolution of quality issues
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Trend identification
Identification of trends and potential problems
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Customer experience
Improved customer experience and satisfaction
"With SEM’s real time alerts and the ability to accurately identify and locate problems, our response times have shortened and the need to escalate issues has decreased."
Results
With SEM now in full operation, IGATE is able to get a clear and up-to-date picture of the status of its international VoIP network at any given time. From its centralized NOC in India the company can rapidly identify drops in call quality and act promptly to resolve any existing or potential issues.
Jayant Jayaram Varadarajan is delighted with the positive results IGATE has experienced since deploying SEM. “With SEM’s real time alerts and the ability to accurately identify and locate problems, our response times have shortened and the need to escalate issues has decreased,” he said. “This has improved our ability to deliver high class service to our outsourcing customers for whom enhanced voice quality can make the difference between success and failure.”
