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Asurion Oracle E-SBCs Boost Contact Center Reliability and Economics
Asurion, a global leader in consumer electronics support services, uses Oracle Enterprise Session Border Controllers to ensure high availability and service quality for its mission-critical contact center. The Oracle solution streamlines multi-vendor interoperability and enables highly reliable and cost-effective SIP-based communications. Overview
Asurian provides over 280 million consumers around the world with device protection and
support services for smartphones, tablets, and other electronic devices. When a product is
missing or simply doesn't work properly, Asurion’s 16,000 employees are focused on solving
the problem with people and processes operating 24 hours a day, seven days a week,
speaking six languages, and working across any device, platform, or provider. Leading
retailers, mobile operators and pay-tv providers across the globe partner with Asurion to
deliver product protection and support.
As a support services organization, Asurion’s contact center is the lifeblood of the business.
Dependable, high-quality telephony services are critical for success. The company’s legacy
multi-vendor contact center environment included Avaya PBXs, Cisco IVR systems and a
variety of geographically distributed ACD systems—all connected via the PSTN. The
incumbent implementation was becoming increasingly expensive to operate. Asurion was
spending $1 million annually on carrier “take back and transfer fees” as calls were redirected
across the PSTN. The IT organization sought to consolidate communications systems and
introduce SIP trunking services to reduce operations expense and complexity. But like many
organizations, Asurion encountered multi-vendor interoperability and service interworking
issues along the way.
“Oracle Enterprise Session Border
Controllers and SIP trunking
services have helped us eliminate
$1 million a year in PSTN take
back and transfer fees.”
MIKE HERMAN
SENIOR PRINCIPAL ARCHITECT
ASURION
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners. VDL25361 160321
“Our contact center implementation was extremely diverse,” explains Mike Herman,
Senior Principal Architect for Asurion. “We have communications platforms from a
number of different vendors and we were planning to use a variety of SIP trunking
service providers to balance costs. Our pilot testing revealed subtle protocol variations
across the different system components and trunking services.”
Oracle E-SBCs Accelerate Time-to-Value
After evaluating a number of potential solutions, including options from Cisco and Avaya,
Herman selected Oracle Enterprise-Session Border Controllers (E-SBCs) to accelerate the
transition to the new SIP-based architecture. “The Oracle E-SBCs make it really easy for us
to overcome interoperability barriers,” says Herman. “We use the product’s Header
Manipulation Rules to normalize SIP messages and eliminate incompatibilities. We also use
HMRs to assign a unique ID to each session so we can track calls throughout their lifecycle
and convey meaningful information to our contact center agents.”
Oracle E-SBCs now serve as the termination point for Asurion’s SIP trunking services in
North America, Europe, Asia and Australia. The company leverages fully redundant,
geographically distributed E-SBC configurations on each continent to ensure continuous
service availability. “The Oracle E-SBCs help us optimize service quality, reliability and
economics,” says Herman. “We can route calls across data centers and service providers to
contain costs, circumvent equipment failures or network outages, and perform non-disruptive
system upgrades.” With the redundant network design, the IT organization can easily move
calls across data centers to carry out maintenance functions without impacting the business.
Challenges
» Mitigate IP communications interoperability and service interworking challenges
» Support a wide range of communications systems, vendors and service providers
» Ensure high availability and service quality for IP-based communications
» Satisfy future service expansion and technology plans.
Solution
» Oracle E-SBCs normalize SIP messages across vendors and service providers
» Extensible Header Manipulation Rules provide a high degree of flexibility
» Redundant E-SBC configurations ensure continuous service availability
» Wide-ranging product family addresses diverse scale and price-performance requirements
Why Oracle
“The Oracle solution was far more flexible and scalable than the Avaya and Cisco products
we investigated at the time,” explains Herman. “Thanks to Oracle we were able to tie a
diverse collection of PBXs, IVRs and ACDs into a new SIP-based framework—quickly and
easily. With SIP trunks we avoid about $1 million a year in PSTN take back and transfer
fees.”
“We could not be happier with our Oracle investment,” says Herman. “The products have
delivered virtually continuous service availability since 2013. And the customer support has
been outstanding from day one. The Oracle support reps are incredibly knowledgeable and
responsive. As a support services company, we certainly appreciate the value of an
experienced, customer-focused support organization.”