Acme Packet Secures World’s Largest Online Travel Reservation Center
 
 

Acme Packet Secures World’s Largest Online Travel Reservation Center

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.

 
Business Challenge

A word from Ctrip.com

  • “Net-Net Enterprise Session Director E-SBCs allow us to deliver excellent customer service while ensuring the security of our network. By accelerating the implementation of our SIP trunking service, we were able to cut telecommunications costs and improve business agility.” – Chen Min, General Manager, Ctrip Research Center

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.

 
Acme Packet Enterprise Session Border Control Solutions

 
Deployment Model

 
Results

 
 

 
 

Challenges

  • Introduce SIP trunking service to contain contact center PSTN expenditures

Solutions

Oracle Product and Services

  • Acme Packet Net-Net Enterprise Session Director
  • Net-Net Enterprise Session Director E-SBCs helped Ctrip mitigate SIP trunking interoperability issues, protect their private IP network and ensure service quality
  • Lower telephony expenses
  • High availability
  • Risk mitigation
  • Rapid deployment