Transcript
IP Telephony Contact Centers Mobility Services
CASE STUDY
PTTEP Selects Avaya IP Telephony to Reduce Costs and Create a More Effective Workforce Challenge: To become Thailand’s pre-eminent energy corporation with a fully integrated oil and gas business, PTTEP needed a communications infrastructure that could grow with its business and improve employee mobility and effectiveness while reducing operational costs.
Solution: PTTEP implemented an Avaya IP Telephony solution with Avaya MultiVantage™ Communications Applications powered by Avaya Communication Manager to deliver high availability communications supporting a more agile, secure and collaborative business environment. PTTEP called on Avaya Global Services to deliver an Avaya IP Network Readiness Assessment before and after the implementation.
Value Created: • Improved effectiveness for employees by providing access to the tools and applications they need, regardless of where they are doing business or what communications device they are using. • Reduced costs and rapid ROI: PTTEP will save about US$150,000 per year in long-distance charges and benefit from a network with the bandwidth to support 100 times more voice and data communications at 10 percent of the cost. Other cost savings come from maintaining one network instead of two, as well as reduced manpower requirements. • Provided a scalable solution through the IP Telephony infrastructure that can seamlessly grow and align with the company’s strategic expansion plans, both domestically and abroad. • Improved business continuity through the redundancy and security features of the Avaya IP Telephony solution.
PT Exploration and Production Public
that they have the ability to commu-
Company Limited (PTTEP) was
nicate with each other and their cus-
established by the Thai government
tomers quickly and effectively,” said
in 1985 to ensure Thailand’s energy
Senivongse.
stability as well as to minimize costly petroleum imports. The year 2003 was remarkably successful for PTTEP, with the company achieving its strategic goals in terms of expansion by
PTTEP’s two aging PABX systems, from NEC and Alcatel, could not support the company’s growing business requirements and application needs.
investment and gas sales agreements.
“First, we were very concerned about
The year also saw the company invest-
the availability of spare parts in the
ing in a new IP Telephony solution
event of a component failure, as the
from Avaya to support its growth
system we were using had become
plans.
obsolete. Second, we had hit the
The Challenge: Building a Scalable and Cost-Effective Communications Infrastructure for Future Growth According to Chulatep Senivongse, Chief, Network Control & Customer
maximum capacity of the system and it could no longer scale with our business. Approximately 60 percent of calls were being turned away because of this limitation. In addition, the voice clarity was very poor and could not be improved. This was particularly crucial when it came to international calls.”
Services, Information Technology
“Another problem we faced was in
Services Department, PTTEP had
moves, additions and changes to
some very clear objectives when it
our system for our users. Basically,
came to upgrading their existing
a phone number could not follow an
communications infrastructure.
employee when moving to a new loca-
“PTTEP is a fast-growing organization, expanding within Thailand and abroad. We have approximately 1,000 employees today; and as we establish more offices, we need to make sure
tion within the company. Not only was this inconvenient, it was also costly from an IT/network management and employee productivity perspective.”
avaya.com
2 The increasing maturity of IP convergence technology over the last few years made PTTEP consider an IP Telephony solution for the first time. The company was encouraged by the findings of a recent survey from META group which revealed that 26 percent of Global 2000 enterprises are already in the process of migrating to IP, with
Solution Requirements When evaluating the available offerings in the marketplace, PTTEP clearly stated its solution requirements. The new IP Telephony solution had to deliver high-quality voice communication and 99.99 percent high availability. In addition,
The Avaya IP Network Readiness Assessment is an Avaya Global Services network assessment tool which enables Avaya BusinessPartners and Avaya Network Consultants to work together to assess the data network’s suitability to support VoIP applications.
it needed to include unified commu-
“We chose Avaya because of their
nication capabilities and be interop-
excellent track record and proven
years.
erable with existing legacy systems,
technology. Combined with their
Microsoft Active Directory, its third
BusinessPartners’ understanding
Senivongse explained, “The integra-
party voice over IP (VoIP) applica-
of our requirements, we felt it was
tion of data, voice and video solutions
tion and mobile phones. Senivongse
the best option available,” said
onto a single, IP-based network was
added, “This was a major decision
Senivongse. The Avaya IP Telephony
the logical solution for us. We had
for us and investment protection was
solution is comprised of Avaya
three key target areas when it came
essential. In view of this, one of our
MultiVantage™ Communications
to implementing IP Telephony. We
major requirements was that the solu-
Applications featuring Avaya
wanted to reduce our expenses in
tion must have a clear roadmap for
Communication Manager, Avaya Media
long-distance calls. We believed
the future, incorporating technologies
Servers, Avaya Media Gateways, Avaya
strongly that an IP Telephony solution
like Interactive Voice Response (IVR),
4600 Series IP Telephones and Avaya
would help us achieve that.”
IP Softphones, GSM integration and
Modular Messaging. This solution
Wi-Fi phone sets.”
will be used to support 700 PTTEP
an additional 61 percent planning implementations within the next few
“We were also looking for a solution that would deliver concrete data and
employees at its headquarters and
An Inside Look at the Avaya Solution
100 employees at the Shin III Branch
manage and maintain. Recent tech-
After a period of assessment,
The Avaya solution allows easy inte-
nology improvements in IP Telephony
PTTEP decided to invest in an
gration with Microsoft Active Directory
quality of services (QoS) helped
Avaya IP Telephony solution. This
and follows the Lightweight Directory
address our concerns about reliability.
was implemented by two Avaya
Access Protocol (LDAP) industry
Finally, we wanted to improve internal
BusinessPartners. PTTEP also under-
standard. Log on authentication from
efficiency through the integration of
took the Avaya IP Network Readiness
directory service with IP Telephony
the different data streams.”
Assessment before and after the
enables users to log on to their num-
implementation.
ber from wherever they are. At the
voice applications functions that would be easy and cost-effective to
in Bangkok.
same time, Avaya Media Servers and Avaya Media Gateways interoperate
OBJECTIVE
BENEFITS ACHIEVED
Migrate to an IP telephony infrastructure that can seamlessly grow in alignment with the company’s strategic expansion plans domestically and abroad
Voice, data and video integrated onto a single intelligent network, with higher bandwidth and built-in redundancy.
Reduce costs and benefit from rapid ROI
PTTEP will save about Bt 6,000,000.00 (US$147,120) per year in long-distance charges. It will also benefit from a network with the bandwidth to support 100 times more voice and data communications at 10 percent of the cost. Other cost savings come from maintaining one network instead of two, as well as reduced manpower requirements.
audio quality and attractive stream-
Unified communications gives employees access to voice, fax and email messages on the move, improving their ability to service customers and work effectively wherever they may be located.
they need, regardless of where they
with PTTEP’s existing data network to ensure the delivery of the highly functional Avaya IP Telephony application. Avaya IP Telephones complete the picture with extensive features, high
Improve employee mobility and effectiveness
lined design. The Avaya Modular Messaging application improves employee effectiveness by providing access to the tools and applications are doing business or what communications device they are using. PTTEP has found the integration with the fax server, Microsoft Exchange and voice mailbox features especially useful.
COMMUNICATIONS AT THE HEART OF BUSINESS
3
The Bottom Line: A Highly Available Converged Network that Delivers Cost Savings and Improved Employee Effectiveness
connection. “We used to have to buy
system. For one, we no longer need to
an E1 card to enable each router to
maintain a separate team to support
communicate with our remote sites.
a telecommunications infrastructure.
Whereas one E1 card can support up
Today, our network management team
to 30 voice channels simultaneously,
supports a single converged voice
with the IP trunk, we can now have an
and data network. This has led to the
unlimited number of channels within
reduction of outsourced support.”
Implementation of the Avaya IP
the network bandwidth. Currently,
Telephony solution was a two-phase
we can support more than 100 voice
process that was completed in five
channels communicating simultane-
months. Phase one saw a full-fledged
ously between our headquarters and
IP Telephony infrastructure introduced
the Shin III branch office.”
at the headquarters, while Phase two linked the headquarters to the Shin III branch office. This will be extended to other offices progressively.
ity and effectiveness. Avaya Modular
removing the need for site visits for
Messaging has helped employees save
maintenance purposes.”
and data onto a single, intelligent
single point, accessible from anywhere
network, reducing our network and
in the world.
with the improved functionality of the Avaya IP Telephony solution. We have seen cost savings from the elimination of duplicate equipment, installation and maintenance, and a reduction in our telecommunication charges and manpower requirements. There are also many intangible benefits in terms of employee effectiveness and customer satisfaction.”
call processing can be done centrally, tain individual PABX systems, thus
via e-mail, voice-mail and fax from a
already recovered our investment
low them wherever they may be. Since smaller sites no longer need to main-
have helped PTTEP converge voice
said Senivongse. “Internally, we have
each employee’s phone number to fol-
flexibility, as well as improved mobil-
“Avaya, and its business partners
ing a pathway for flexible growth,”
simpler, as the Avaya solution allows
PTTEP employees now enjoy more
time and manage communications
operational expenses while creat-
“Moves, adds and changes are much
Since Avaya Modular Messaging integrates voice mailboxes and faxes into the e-mail system, no extra investment in separate voice mailbox storage and
He added, “Our employees have been
fax machines are required. He added,
very pleased with the Avaya solution.
“The integration of fax, voice-mail
The result is a happier and more
and e-mail is the most popular feature
productive workforce. They can be
among our employees by far. Another
reached on their office phone num-
feature PTTEP has received positive
ber wherever they may be travelling.
feedback from employees on is the
They can also call their families from
integration of directory services on the
this phone number and enjoy the
Avaya IP Telephones.”
free internal long-distance calls provided by the system. This will result in cost savings to PTTEP of about Bt500,000 (US$12,260) per month or Bt6,000,000.00 (US$147,120) per year. In the future, we expect
“Since our faxes are now paperless and can be electronically forwarded to the right employees, we have reduced the number of lost documents and improved the speed of fax distribution.”
For example, instead of building and
to save an additional Bt2,448,000
cabling the voice and data separately,
(US$60,000.00) per year from region-
A major concern of PTTEP when
one cabling exercise is enough. As
al and international calls as our office
implementing IP Telephony was the
video communication can be carried
network expands.
complete dependence on the avail-
over the data network, separate ISDN lines for video conferencing are no longer necessary.
“At the same time, our employees’ families will save on long-distance charges as well, since they only
Under the old infrastructure set-up,
have to pay a local call charge when
the E1 line could support 30 voice
calling our employees and the calls
channels between two PABX systems.
will be routed to wherever they are
The new Avaya solution provides a
automatically.”
total data bandwidth of 100 Mbps, enabling the network to cope with 100 times the amount of communications – for phone calls and data – at about 10 percent of the cost for E1
ability of the network. With voice, data and video all running on a single network, any failure would be catastrophic. Their fears were quickly addressed by the redundancy and security features of Avaya solution. Avaya offers the Local Survivable Processor (LSP) to continue to provide service in the
“We have also enjoyed considerable
case of broken connectivity between
savings in administration and main-
remote sites and main locations.
tenance costs. The convergence of voice and data has had a profound impact on the way we maintain the
avaya.com
The Future “The Avaya IP Telephony solution has helped PTTEP reduce operational costs while increasing employee mobility, efficiency and collaboration,” Senivongse concluded. Moving forward, PTTEP plans to extend the benefits of IP Telephony to its offices in the provinces, starting from Songkla in southern Thailand. They have also begun looking at many other applications that can be added to the Avaya IP Telephones, such as stock quote, public telephone directory access, paging services and Short Message Service (SMS).
Learn More For more information on how Avaya
ABOUT PTTEP PTTEP’s vision is to become the pre-eminent Thai energy corporation with a fully integrated oil and gas business, encompassing gasbased petrochemicals and total energy services. It was founded in June 1985 by the Petroleum Authority of Thailand to explore, develop and produce Thailand’s petroleum reserves to optimize the country’s energy resources. With both domestic and global operations, it has extended its investments to include strategic downstream projects and the power generation sector to enhance and sustain its core business. PTTEP has invested in 22 E&P activities and two investments in Thailand, Malaysia, Myanmar, Vietnam, Indonesia and Oman. For more information, visit www.pttep.com
can take your enterprise from where it is to where it needs to be, contact your Avaya Client Executive or Authorized Avaya BusinessPartner, or visit us at www.avaya.com
Applications
Systems
Services
• Avaya MultiVantage™ Communications Applications
• Avaya S8700 Media Server
• Avaya Consulting and Integration Services
• Avaya Communication Manager
• Avaya G700 Media Gateway with Local Survivable Processor (LSP)
• Avaya Modular Messaging
• Avaya 4600 Series IP Telephones
• Avaya IP Network Readiness Assessment
All statements in this Case Study were made by Chulatep Senivongse, Chief, Network Control & Customer Services, Information Technology Services Department, PTTEP
© 2005 Avaya Inc. All Rights Reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. and may be registered in certain jurisdictions. All trademarks identified by the ®, SM or TM are registered trademarks, service marks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. 12/05 • LB2521-01
COMMUNICATIONS AT THE HEART OF BUSINESS
