Ctrip.com—China’s premier travel site—deployed a 24-hour global SIP contact center to keep pace with skyrocketing business growth. The company implemented an all-IP infrastructure, including a SIP trunking service, to reduce telephony expenses and improve business agility.
Ctrip chose Acme Packet to accelerate the integration of its SIP trunking service and to protect and control its SIP trunking borders. Specifically designed to overcome the security, interoperability and service quality challenges businesses often encounter when implementing SIP-based communications infrastructure, the Acme Packet Net-Net Enterprise Session Director enterprise session border controller (E-SBC) enables Ctrip to enjoy all the benefits of a SIP contact center without sacrificing service integrity or customer satisfaction.
As China’s leading travel service, Ctrip.com International Ltd. provides over 50 million registered members with comprehensive services including hotel reservations, flight ticketing, packaged tours and corporate travel management. Ctrip’s hotel reservation network includes over 32,000 hotels worldwide, making it the largest in China.
Over two million room nights are booked through Ctrip every month. The company’s business is expanding at an extraordinary pace, growing at an average annual rate of 40 percent.
This story was originally published on www.acmepacket.com.
In 2010, Ctrip opened a state-of-the-art SIP contact center in Nantong, Jiangsu province to support its rapidly-expanding business. With plans to accommodate 12,000 agents, the new facility is believed to be the largest travel reservation center in the world. The company implemented an Avaya Aura SIP contact center solution as the foundation for the new reservation center and selected Jiangsu Unicom as its SIP trunk service provider.
Interfacing with a SIP trunking service can be a challenge. Businesses often encounter interoperability, service quality and security issues which can hinder deployment and lead to poor customer experiences, service outages and financial loss. Conventional IP networking products such as firewalls, routers and gateways were not conceived with interactive IP communications in mind and leave SIP contact centers vulnerable to security threats and VoIP quality issues.
Ctrip sought a border control solution to mitigate SIP trunking interoperability issues, protect their private IP network and ensure service quality.
Ctrip selected the Net-Net Enterprise Session Director upon the advice of their system integrator Wilcom Information Technology.
Net-Net Enterprise Session Director accelerates the implementation of SIP trunking services and addresses critical IP communications security, interoperability and reliability challenges.
Key functions include the following:
Ctrip deployed two Net-Net Enterprise Session Directors in its Nantong City data center. The E-SBCs serve as the termination point for the SIP trunking service, protecting and controlling the SIP trunking border. The company installed a high availability configuration with redundant E-SBCs and redundant trunks to enable continued operation in the event of equipment or trunk failures.
Ctrip makes use of Acme Packet’s comprehensive security features to defend against security threats and vulnerabilities and utilizes Acme Packet’s extensive SIP normalization capabilities to eliminate SIP trunking service interoperability issues.
With a SIP contact center, Ctrip is able to boost agent productivity and improve customer service while minimizing telecommunications expenses. SIP trunking plays a key role in containing telephony costs and enabling rapid growth. By utilizing a SIP trunking service in combination with an end-to-end IP network, Ctrip is able to reduce PSTN origination and termination charges, eliminate costly PSTN “take back and transfer” fees and improve service agility.
Acme Packet lets Ctrip reap all the benefits of a SIP contact center without sacrificing security or reliability. By leveraging Net-Net Enterprise Session Director and a SIP trunking service, Ctrip is able to deliver superior customer experiences while reducing telecommunications cost and complexity.
Key benefits include the following: