AUDIOCODES CASE STUDY
IGATE Case Study
Real-time Voice Quality Monitoring for a Global IT Services
CompanyCustomer: IGATE
Website: www.igate.com
Location: India
Industry: Telecommunications
Customer Profile:
Based in India, IGATE is the first fully‘integrated technology and operations’(iTOPS) firm with a global services model.
Challenges:
Improving customer satisfaction by rapidly
detecting and fixing voice quality issues in a
multi-vendor global VoIP network.
Solutions:
Session Experience Manager (SEM)
Benefits:• Real-time network voice qualitymonitoring• Rapid identification of problems on
the network• Shortened response times forreported problems• Identification of trends andprevention of network problems
before they occur• Increased customer satisfaction as
higher levels of voice quality are
maintained

After migrating its infrastructure to entirely IP-based platforms, global IT services
company IGATE needed a centralized system to monitor call voice quality and provide
alerts when levels dropped and calls failed. By deploying AudioCodes Session Experience
Manager (SEM) voice quality monitoring tool, IGATE has increased its troubleshooting
abilities and reduced its response times resulting in greater customer satisfaction.

Background
Based in India, IGATE (www.igate.com) is the first fully “integrated technology andoperations” (iTOPS) firm with a global services model. IGATE enables its clients tooptimize their business through a combination of process investment strategies,technology leverage and business process outsourcing and provisioning. The company
has leveraged its deep understanding of diverse business challenges faced by global
enterprises, coupled with thought leadership in IT, and process/operations excellencein building the iTOPS framework.

Challenges
As a leading innovator in the field of telecommunications, IGATE had made thetransition from TDM to SIP connectivity a number of years ago, replacing its obsolete
Nortel switches with AudioCodes Mediant 3000 high availability media gateways. A
description of IGATE’s highly successful migration to an IP infrastructure can be foundin an earlier case study published on AudioCodes’ website (www.audiocodes.com/case-studies/igate).
With thousands of calls passing through IGATE’s global voice infrastructure every day,one particular challenge facing the company was monitoring voice quality. Even withsystems from leading vendors such as Cisco, Avaya and Microsoft, many factors canlead occasionally to calls being dropped suddenly or voice quality below acceptablelevels. IGATE had no mechanism in place for monitoring its SIP-based voice networkor reporting problems as they occurred across the network and no easy way oftroubleshooting and determining the causes.
“Our success is based on our customers’ ability to communicate clearly and reliably
with their own clientele,” explained Jayant Jayaram Varadarajan, AVP of Global Telecomand Networks at IGATE. “A bad call can result in a loss of business so it was crucial for
us to implement a solution that could monitor voice quality and alert our Network
Operations Center (NOC) staff promptly when problems arise,” he continued.

1

The solution selected by IGATE

Solutionfor voice quality monitoring was

The solution selected by IGATE for voice quality monitoring was AudioCodes’
Session Experience Manager (www.audiocodes.com/SEM), part of
AudioCodes’ One Voice Operations Center suite of voice management
tools.

AudioCodes’ Session Experience
Manager, part of AudioCodes’ One
Voice Operations Center suite“With a wide range of systems
active in our network, SEM greatly
simplifies
troubleshootingbyenabling us to pinpoint the causes ofproblems and act on them rapidly.”
Jayant Jayaram Varadarajan, AVP of
Global Telecom and Networks at IGATE

Based on an intuitive GUI, Session Experience Manager (SEM) provides IT
managers with a comprehensive overview of the enterprise voice network’s
status, quality, call control and volume. SEM collects a variety of call dataand statistics which it presents in an intuitive graphic dashboard format.
When user-defined thresholds are exceeded, SEM triggers alarms to notify
system operators in real time. SEM also generates a wide range of statistics
and reports enabling call trends to be identified. Subsets of the network
can be examined in isolation, and within just a few clicks, the IT manager
can not only drill down to individual calls, but can also analyze specifictrends within those calls.
Located centrally at IGATE’s NOC, SEM has significantly reduced the timeneeded to detect and resolve voice quality issues, even if the problemoccurs at a remote location. The system enables NOC staff to monitor
exactly what is happening at all points on the network remotely in realtime.
“SEM’s ability to break down calls into individual legs as they pass though
the different platforms within our network is a huge benefit for us”,
commented Mr. Varadarajan. “With a wide range of systems active in ournetwork, SEM greatly simplifies troubleshooting by enabling us to pinpoint
the causes of problems and act on them rapidly.”

2AudioCodes Ltd.

Results
With SEM now in full operation, IGATE is able to get a clear and up-todate picture of the status of its international VoIP network at any given
time. From its centralized NOC in India the company can rapidly identify
drops in call quality and act promptly to resolve any existing or potential
issues.
Jayant Jayaram Varadarajan is delighted with the positive results IGATE
has experienced since deploying SEM. “With SEM’s real time alerts andthe ability to accurately identify and locate problems, our response
times have shortened and the need to escalate issues has decreased,”he said. “This has improved our ability to deliver high class service to ouroutsourcing customers for whom enhanced voice quality can make thedifference between success and failure.”

SEM has significantly reduced thetime needed to detect and resolve
voice quality issues, even if theproblem occurs at a remote location.

“With SEM’s real time alerts andthe ability to accurately identify
and locate problems, our response
times have shortened and the needto escalate issues has decreased”
Jayant Jayaram Varadarajan, AVP ofGlobal Telecom and Networks at IGATEInternational Headquarters
1 Hayarden Street
Airport City, Lod, 7019900, Israel
Tel: +972-3-976-4000
Fax: +972-3-976-4040

3AudioCodes Inc. USA

27 World’s Fair Drive, Somerset,
NJ 08873
Tel: +1-732-469-0880
Fax: +1-732-469-2298

www.audiocodes.com/info
www.audiocodes.com©2015 AudioCodes Ltd. All rights reserved. AudioCodes, AC, HD VoIP,HD VoIP Sounds Better, IPmedia, Mediant, MediaPack, OSN, SmartTAP,VMAS, VoIPerfect, VoIPerfectHD, Your Gateway To VoIP, 3GX and One Box
365 are trademarks or registered trademarks of AudioCodes Limited. Allother products or trademarks are property of their respective owners.
Product specifications are subject to change without notice.

Ref. # LTRM-06044 11/15 V.1