The case for wireless EPABX

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1 TATA TELE BUSINESS SERVICES The case for wireless EPABX Page 1

2 Table of contents 1. Executive Summary 2. Introduction 3. Growing popularity of mobile telephony across Indian enterprises 4. PBX and its wireless version 5. Components of a wireless EPABX system 6. Value-added services that can be built over wireless EPABX 7. Advantages of wireless EPABX 8. Use Cases 9. Conclusion Page 2

3 Executive Summary Whether launching a new product or expanding to a new location, Indian businesses today have to move at speed. Over the past couple of decades, the time period for business cycles has reduced from 7-8 years to just around 1.5 years. Modern enterprises are using technology to enable them address these contracting timescales, especially for establishing connectivity, be it internally or with the customer. An example of this is the wireless EPABX (Electronic Private Automatic Branch Exchange). The wireless EPABX is ideally suited for enterprises seeking to integrate new branches, remote locations and project sites. It combines all the features of a classic office switchboard with the flexibility and speed of wireless connectivity. Easy to install and maintain, low on costs and loaded with features, wireless EPABX offers a quick and easy path to reliable office connectivity. This white paper will tell you more about what you can do with Wireless EPABX - and why you can't do without it. Introduction India's economic and business environment is more robust than ever before. The total number of enterprises has risen at a compounded annual growth rate of 4.46% between 2005 and 2013 and small and medium enterprises play a dominant role in powering the growth cycle of the Indian economy. This sector, comprising 36 million units, employs over 80 million people and contributes approximately 8% to India's GDP and around 40% to the country's exports. Infrastructural challenges in India including space, power, connectivity and regulations are particularly acute when it comes to mid-sized enterprises looking to grow. The other major need in India is employee productivity and retention, with staff demanding more flexibility, empowerment and work-life balance. According to a report, 54% of the Indian workforce was found to be 'somewhat dissatisfied' with their job. The third consideration is margins, with organisations needing to streamline operating models and keep costs low. This changing scenario has triggered a revamp of enterprise communications to offer organisations greater flexibility, better connectivity and more benefits than ever before. Growing popularity of mobile telephony across Indian enterprises While India is reported to have over 31 million fixed line subscribers, mobile telephony is today the most popular method of connectivity with over 970 million mobile subscribers across the country. With the relaxation of regulations that stipulated compulsory fixed-line connections, enterprises today Page 3

4 are turning to mobile connectivity to take advantage of the speed, reliability and flexibility that it offers. From enterprises on tight deadlines to establish a communication set-up, to those located in remote areas, companies across India are looking at mobile for an office connectivity solution that fits their needs. many - ease of installation, reduced paperwork, reduced infrastructural work and capital expenditure, reduced usage costs, and ease of maintenance and operation. Mobile telephony is an obvious solution for an enterprise looking for quick deployment. It offers quick and easy installation and eliminates the need for laborious application, waiting and pre-planning. However, the desk phone culture is still entrenched. A dedicated office phone system is not only professional but also offers access to convenient features such as call diverting and forwarding, voice mails, etc. A single connected system offers greater control, improves productivity and collaboration and increases efficiency. So, mobile telephony has its own merits. But so do office fixed lines. Is there a way to combine the benefits of both? PBX and its wireless version PBX (Private Branch Exchange) is a private telephone network used within a company or organisation. It facilitates free calls between users internally and offers multiple lines for external communication, through SIP trunks. A PBX system is cost-saving as it eliminates the need for individual lines that the office might otherwise have to invest in for each user. A wireless PBX is an advancement over the traditional PBX, where the base console in the system operates over a mobile network. So, while the EPABX system functions as a private exchange for an enterprise, with the wireless EPABX, the good becomes even better. The advantages are Components of a wireless EPABX system The wireless EPABX functions primarily like an EPABX, but with one key difference. The last mile connectivity is wireless where the system connects to the nearest mobile base station. The wireless EPABX has the following components: Handsets: These are regular fixed line desk-phones or cordless instruments that can be located in any part of the office and be connected to the wireless PBX. These can be assigned extension numbers or can operate with individual phone numbers. EPABX console: The unit that receives calls via the public mobile network and distributes them internally Page 4

5 through wired or cordless desk-phones. GSM SIMs: Embedded in the EPABX console, these SIM cards function as trunk inputs in the wireless EPABX and connect it wirelessly to the nearest station using the same technology as a mobile phone. Base Stations: They are part of the GSM network and connect the Wireless EPABX system to the public network. Management system: To run and manage the different features of the EPABX, troubleshoot, and generate reports to enhance its operations. Interactive voice response menu system: An electronic way to direct calls without the need for a receptionist to be physically present. Value-added services that can be built over wireless EPABX A wireless EPABX enables a company to reduce the cost of ownership of telecom infrastructure, while assuring reliability and connectivity. Technology running on the platform, such as Interactive Voice Response (IVR), allows the launch of a range of automated voice and routing services that range from custom auto-attendant, professional greetings, music on hold, call recording and conferencing, to call forwarding, call waiting and voic . system is a valuable tool to divert calls to the correct department. The system can be configured to offer a number of options to the caller to direct them, or offer pre-recorded messages to answer their queries for example, address or opening times. This system can be also used to verify the caller s identity before moving the query to an employee saving time and enhancing security. Call forwarding: External calls can be transferred between different users as needed, or auto-forwarded when certain criteria are met. For example, the call can be immediately forwarded, or forwarded after a certain number of rings or after a certain lapse of time. Call forwarding can be programmed for specific time bands as well (after office hours or on Sundays, for instance). Call waiting: The call waiting feature alerts users of other incoming calls when they are on the phone, so that they can be diverted to other employees as needed. Voic This feature allows a caller to leave a message when an extension is busy, and thus save time. The subscriber can also avail of this feature when an incoming call is not of high priority. The wireless EPABX system can even be configured to integrate with other enterprise connectivity services such as mobile or wireless PBX, wireless data card, Wi-Fi internet connectivity and cloud telephony solutions. Call auto-attendance and routing: The wireless EPABX combined with an IVR service and a distribution hub enhances customer service by verifying and diverting calls to either extensions on-site or to employees outside of the company site. Extension selection: In companies without a dedicated receptionist, an interactive voice response Page 5

6 Advantages of wireless EPABX It's fast Wireless EPABX is easy to install and because of its last mile wireless connectivity, has no permission hassles for wiring or extending cables or towers. There is no need to worry about special cards, kit, licenses, maintenance contracts, staff training and upgrades. In short, installation is speedy and hassle-free. It s reliable Wireless EPABX offers the same high reliability and quality of service as a good-quality mobile network, making cut cables and interrupted service a thing of the past. With 4G networks being rolled out across the country, enterprises can access crystal clear voice quality. It's low-cost Being wireless, the solution limits capital expenditure as there is very little upfront investment in equipment, leased lines or licences. Enterprises can choose an economical voice calling plan suited to their requirements - and pay monthly rental and usage charges only. It's maintenance-free One of the biggest problems with any enterprise system is the maintenance needed to keep it running smoothly. Wireless EPABX is easy to deploy and operate, and requires very little maintenance. As on-site visits are rarely needed, troubleshooting can be either self-administered or done remotely and is usually extremely quick. It's scalable Since wireless EPABX involves no wiring and installation, scalability is simple and straightforward. The system can easily be upgraded to accommodate new features, users or geographies as the scope of the company s operations increases. New employees, locations and services can be efficiently added via a self-service model. It lets you grow at your pace The wireless EPABX significantly cuts the amount of time and resources you need to commit to getting your office connectivity up and running. So you can keep your focus on identifying new opportunities, innovation and business growth, without infrastructural issues slowing you down. Use Cases Organisations in sectors like hospitality, banking, real estate, logistics, retail, call centers, advertising, financial services, education and healthcare, have all benefitted from the cost effective and efficient communication enabled by adapting a wireless PBX system. A few use cases are outlined below. All company and location names are fictional. Page 6

7 USE CASE 1: BANKING XYZ Bank* Situation Key Consideration Solution XYZ Bank is in the process of setting up a branch in a village. There is no existing telecom infrastructure. Cables will have to be drawn for miles across the village, right to the branch for which permissions will have to be sought and approval timeframes cannot be predicted. XYZ Bank needs highly reliable and secure connectivity with head office. The system should be easy to install and maintain as the branch will have limited access to specialist IT staff. A wireless EPABX taking advantage of existing mobile network infrastructure. GSM SIM cards that connect wirelessly to the nearest base station are used as trunk inputs in the device. It takes very little time to install and also eliminates the need to wait for licenses, feasibility checks or add infrastructure or extend the cabling network. With wireless EPABX, banks or other organisations looking to set up branches in remote locations can overcome installation challenges, minimise capital expenditure and simply enjoy wireless connectivity. Result Reliable and comprehensive interconnectivity with head office. 'Just call XYZ Bank to access their service!' *All company names are fictional and used for illustrative purposes only USE CASE 2: COURIER COMPANY ACC (Alpha Courier Company)* Situation ACC has just set up a small office with 15 employees. The company has no support staff and needs a quick connectivity solution that does not need too much investment or time. The workforce was not very tech-savvy, so the connectivity solution to be implemented should be so simple that it will need minimal expertise to manage and operate. It needs to seamlessly connect with couriers on the road to plan pickups and deliveries throughout the day. Page 7

8 Key Consideration ACC will need to be in touch with mobile employees who are on the road, to engage with them instantly about new pick-ups and track their whereabouts, so they can optimise their routes. Solution Result A wireless EPABX that caters to ACC s internal communication requirements, while keeping it in touch with the outside world. It can be implemented in 2-3 days and customised to ACC s size and requirements. By integrating it with couriers mobile phones as well as the enterprise computer system, parcel pickup, delivery and tracking become seamless and automatic. Operational excellence with improved performance and transparency. 'ACC covers the city - wireless EPABX covers their connectivity!' *All company names are fictional and used for illustrative purposes only USE CASE 3: RETAIL YOLO stores* Situation Key Consideration Solution YOLO has been using several disparate communication systems for its needs: landline for external calls, a paging system for employees and shop floor attendants, and a two-way radio system for the warehouse. YOLO wants to scale up and improve efficiencies by improving connectivity and having a unified solution that addresses all their communication requirements. Call quality needs to be high even on the noisy shop floor or warehouse floor to ensure customer satisfaction. YOLO needs a solution that would help improve the customer experience and support inventory management, yet minimise outlay. Since their store has minimal space and every available inch has already been taken up for display, the new system would have to be compact. It would also have to be installed with the least possible disruption. A wireless EPABX solution incorporates the capabilities of paging systems, cordless phones, and two-way radios offering an enterprise telephony system to meet growing needs, perfect for busy retail environments, small or large. A user-friendly voice response system offers customers direct and immediate access, reducing hold times. Employees are more responsive and proactive. The system improves inventory management through direct communication with stockists and suppliers, who can respond immediately to merchandise calls. Page 8

9 Store managers can be reached more readily by head office management and use two-way text messaging to access current information on store performance and inventory. Result Both employees and customers are empowered 'Endless growth with wireless EPABX!' *All company names are fictional and used for illustrative purposes only Conclusion The new Indian enterprise is smart and connected. The evolving work culture of enterprises demands that costs be kept low. The plethora of new start-ups needs to hit the ground running. Remote locations and smaller towns are becoming new hubs for business innovation and growth. High quality connectivity provided by the wireless EPABX addresses all the communication needs of today s enterprises. Low cost, quick to set up, and easy to maintain, wireless EPABX is becoming the go-to solution for smart business managers and owners looking to have their communications infrastructure up and running at business-speed. The technology also offers value-added services and can be used in tandem with other advanced connectivity solutions such as wireless data and cloud telephony. Available from Tata Docomo Business Services, wireless EPABX offers convenience, economy and technology - perfectly combined into one compact package. Glossary Page 9

10 Get in touch TATA TELE BUSINESS SERVICES Market leaders with the widest range of products and solutions. Collaboration Connectivity Cloud & SaaS IoT Solutions Marketing Solutions Security Solutions Call Visit Find us on /channel/uc3kbt8offh Duy8pPr0Aciaw /tata-docomo-business-services /TataDocomo_Business tatadocomobiz /tatadocomobusiness/ Page 10

Wireless EPABX. Enabling evolution in fixed telephony solutions for scalable and cost effective enterprise communication.

Wireless EPABX. Enabling evolution in fixed telephony solutions for scalable and cost effective enterprise communication. Wireless EPABX Enabling evolution in fixed telephony solutions for scalable and cost effective enterprise communication March 2017 Omkar Malage Senior Research Analyst Digital Transformation Practice @Omalage