ORACLE COMMUNICATIONS CASE STUDY

Cloud Contact Center provider TeleTech Technology leverages Oracle's SIP

trunking solution to deliver highly scalable, flexible and cost-effective
communications services to a wide range of business customers—without
compromising reliability or security.

Overview
TeleTech Technology is a leading provider of cloud contact center services for
enterprises. The provider delivers a complete cloud-based solution that contains
everything a business customer needs to operate a state-of-the-art contact center, for
an affordable monthly fee. The TeleTech Technology platform includes remotely
hosted UC services as well as advanced contact center capabilities delivered on
Cisco’s Hosted Collaboration Solution.
TeleTech Technology leverages Session Initiation Protocol (SIP) trunking services to
peer with customers and to connect to the PSTN. The provider relies on Oracle’s SIP
trunking solution, an integral component of Oracle’s Hyper-Connected Enterprise "Oracle’s SIP trunking
portfolio, to ensure high reliability, scalability and service quality for IP-based solution is critical to our
communications. Combining Oracle Enterprise Session Border Controllers (E-SBCs), success. The versatile
Oracle Enterprise Operations Monitor (EOM), and Oracle Professional Services, the solution addresses a wide
solution helps TeleTech Technology connect, secure, and control real-time variety of SIP connectivity,
communications at IP network borders, while providing valuable insights into key scalability, and service
performance metrics. quality challenges.”
CHRIS MORLEY
Oracle E-SBCs Accelerate Service Velocity VP AND GM OF CLOUD CONTACT CENTER
Oracle E-SBCs are specifically designed to overcome the unique interoperability, TELETECH TECHNOLOGY

security, and availability challenges associated with extending real-time IP

communications across network borders. Deployed in the TeleTech Technology cloud,
the Oracle E-SBCs protect and control the edge of the TeleTech Technology network,
resolving interoperability issues, mitigating security threats, and ensuring reliable
communications for enterprise customers.
TeleTech Technology faced challenges interoperating with a plethora of diverse
network elements operated by its many customers, technology providers and telco
service providers. Oracle’s unique SIP header and parameter manipulation rules help
TeleTech Technology accelerate service deployment and contain integration costs by
quickly resolving complex product and service interoperability issues.
“Oracle’s flexible SIP trunking solution allows us to efficiently normalize SIP messages
so we can easily connect our Cisco HCS infrastructure with leading SIP trunking
services and SIP-based customer premises equipment,” says Chris Morley, VP and
GM of Cloud Contact Center at TeleTech Technology. “The solution lets us turn-up
customers and services quickly and cost-effectively, giving us a competitive edge.”
 ORACLE COMMUNICATIONS CASE

Oracle Enterprise Operations Monitor Improves Customer

Satisfaction
TeleTech Technology leverages Oracle Enterprise Operations Monitor to streamline
troubleshooting and improve service levels. Using data collected from E-SBC-
embedded and standalone probes, EOM helps TeleTech Technology network
administrators quickly identify, isolate and resolve service issues, reducing mean
repair times from days to minutes. In addition, the product’s historical reporting
capabilities enable TeleTech Technology customers to track traffic volumes and
optimize contact center staffing and trunk capacity.

Challenges
» Accelerate time-to-market for cloud-based UC and contact center services
» Ensure high availability and service quality, and mitigate security risks
» Enable highly flexible, scalable and cost-effective services
» Maximizing ability to support a wide range of service providers and customer
premise equipment

Solution
» Oracle’s SIP trunking solution streamlines service deployment and customer turn-up
by resolving complex interoperability issues – a single border element cures multiple
interoperability problems
» Rich troubleshooting capabilities improve service quality and customer satisfaction
» Standards-based, extensible platforms and flexible licensing enable smooth
economic scalability

Why Oracle
Oracle’s SIP trunking solution satisfies TeleTech Technology’s stringent performance,
scalability, and availability requirements. Oracle E-SBCs enable the cloud provider to
support and scale multiple customers and services in a single platform, without
sacrificing security or service quality. Fully redundant E-SBC configurations ensure
carrier-class reliability and high availability for the provider’s core business services. In
fact, the Oracle E-SBCs have delivered 100% uptime since inception.
Oracle’s session-based software licensing also played an instrumental role in the
decision process. “Oracle’s flexible pricing allows us to tightly align expenditures with
capacity so we can avoid lopsided business models with long payback periods,” says
Morley. “Oracle’s ‘invest as you grow’ approach reduces upfront expenses and
enables cost-effective scalability.”
Oracle EOM’s extensive troubleshooting capabilities help TeleTech Technology
ensure high service quality and customer satisfaction for IP communications. The CONNECT W ITH US
product helps TeleTech Technology stand out from the competition by offering
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customers unique business analytics reports.
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Oracle Professional Services helped TeleTech Technology accelerate time-to-market,
assisting with various product installation, configuration and troubleshooting tasks. twitter.com/oracle

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