WNS Global Services is a leading global business process management company. The company caters to more than 200 clients around the world. It employs 31,719 professionals across 42 delivery centers worldwide.
WNS provides a range of simple to complex Business Process Management (BPM) services, including contact center services, to its customers across the globe. With growth in business, the company was incurring heavy costs in availing telecom services. Its telecom infrastructure, powered by Time Division Multiplex (TDM) technology was also unable to manage redundancy and address the security concerns of WNS customers. Additionally, it could not support the aggressive delivery timelines for Integrated Services Digital Network Primary Rate Interface (ISDN PRI) lines from service providers. A PRI line provided by a service provider is a telecommunications interface used for carrying multiple voice and data transmissions between the network and the users.
To overcome these challenges, Amit Khanna, the business technology head at WNS and his team, decided to migrate from TDM technology to cloud-based Session Initiation Protocol (SIP) technology. This new technology enables signaling and controlling of multimedia communication, including voice and video calls, in a faster and secure manner over IP networks. Once established, SIP trunk upgrades are fairly fast and cost-effective.
The WNS technology team considered multiple factors before carrying out this migration. A prime factor that influenced the migration was the delivery timeline for ISDN PRI circuits which acted as a termination point for ISDN PRI trunk calls, which took approximately 8-10 weeks. “This timeline for the delivery of ISDN PRI trunks was making it difficult for us to onboard new customers quickly,” says Khanna.
Another key factor was the resilience and redundancy in the overall infrastructure to ensure lower downtime. The SIP infrastructure allowed the company to build not only geographic redundancy in their systems but also resilience at the level of the service provider. “Due to multiple levels of redundancy, we now have the capability to globally route calls seamlessly. Since the customer interaction services business is driven by high uptime and stringent adherence to service level agreements, this implementation has been very helpful to us,” adds Khanna.
WNS has so far moved 80 percent of its TDM circuits to SIP and has seen a cost reduction of 25-30 percent. The company is now planning to make a complete transition to the cloud, which will further improve its operational efficiency.
Earlier, the company had to buy around 30 PRI channels from the UK and Asia. With SIP technology, the channels can be increased as and when required, thereby reducing the procurement cost substantially. “Since this is based on VOIP, we can onboard customers much faster. We recently onboarded 200 channels within three days,” says Khanna.