Case Studies

Engaging Customers Better through Remote Voice Network Monitoring Service Ensures Uptick in Revenues

AJAX Network Solutions helps travel and tourism provider protect income and help eliminate costs through round-the-clock monitoring of voice networks

The Situation

The client is a leading online travel company, extending manifold travel options across the world. The company ensures differentiation through a range of best-value products and services for travellers. However, with intense competition in the market, the company wanted to relook at its competitive differentiation as it realized that customer engagement was increasingly becoming critical to sustain growth. After careful evaluation of its business operations, the leadership team decided to augment its customer-support services. This meant reengineering the company’s contact center that was addressing call volumes averaging at 10,000 calls per week. The burgeoning demand from the market further witnessed unforeseen challenges related to managing the IP telephony infrastructure. First and foremost, the company had only limited in-house voice suport skills that was resulting in inconsistent and often unreliable services.

Managing and monitoring the services also required staff with the requisite skillset; training and upgrades to the infrastructure meant additional costs. “Extending differentiated services continuosly required understanding our customers better. This meant channelising our organization’s focus on existing as well as prospective customers and leaving technology challenges to experts,” commented IT Head, Travel and Tourism Company.

The Solution

The company decided to seek the help of an outsourcer to monitor its IP networks and after due diligence selected AJAX Networks as the partner.. AJAX conducted a thorough review of the travel and tourism company’s existing voice network and identified areas where support services could be added and improved. The team suggested a low-risk upgrade path and provided a system that met the company’s exact requirements. The team at AJAX provided round-the-clock monitoring and maintenance of the company’s IP telephony network under the managed services agreement from its center in Ahmedabad.

“As an ecommerce company, we found customer support and engagement to be the engine fueling our growth. And, it was imperative to ensure seamless availability of voice support to effectively reach out to our customers. Now, the key question was – should we focus on our growing customer base and leave the infrastructure worries to an able partner. Well, we did exactly that and needless to say saw immediate results.”IT Head, Travel and Tourism

AJAX’s solution captured and analyzed network traffic and application activity, monitoring VoIP calls and instantly pinpointing performance issues such as low quality due to jitter, underperforming applications, and insufficient network bandwidth. The team had initially tested AJAX’s solution at one of the remote sites within the company to see whether they could obtain the performance metrics that would allow them to troubleshoot their VoIP challenges and restore its network to full health. The solution proved to be an ideal fit for the company’s growing needs “The team from AJAX clearly and continuously demonstrated their experience in detecting, diagnosing and resolving network and application problems in real time and more importantly before they can affect availability and revenue of the company. What else could we ask for from a partner?” remarked the IT Head.

With remote monitoring in place, the company’s network engineers could actually view network turbulence that had been the source of its poor call quality and dropped calls. This visibility allowed the company’s IT staff to troubleshoot a solution and resolve the firm’s VoIP problems effectively.

Key Benefits

The travel and tourism company relied heavily on its telephone system; fielding thousands of customer support calls in a day. With the monitoring service in place, there is no risk that the phone system will be offline for a long period of time in the event of a system failure. Further, a web based report from AJAX enables its IT staff to view statistics relating to its Call Manager system. They can view incident reports and information about the number of errors detected across the network. According to the IT Head, “This helps us determine where we can make improvements to our voice network to ensure it continues to run smoothly in the future as our business grows.”

In effect, AJAX’s solution enabled the company to realize the following benefits:

  • Maximize VoIP performance and availability with 24x7 proactive monitoring of the QoS performance and call quality delivered in the network.
  • Identify operational challenges by quickly determining if the challanges are caused at the hardware, operating system or application level before users detect them
  • Automatic Event Reporting by sending critical information to the right people via alert notification.
  • Technical expertise that companies may not be able to afford in-house
© Copyright Ajax Network Solutions 2007-2014