The evolving industry landscape driven by the impact of COVID19 outbreak in India

The current challenging situation has made it imperative for us to learn and create new ways of doing business across industry sectors. In adapting to this ‘new normal’ to ensure business survival and growth, enterprises have come to realize that they need to scale-up their digital footprint. Digital agility will be a critical factor for the newly remote workforce to communicate and collaborate effectively and for employees and customers to have reliable access to applications and services that they need.

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“We have launched a virtual Solution Architect Helpdesk for our channel partners to enable them to address customer’s queries, this is supported on real-time basis by our solution experts to offer uninterrupted services to our customers.”

Joyjeet Bose,
Senior Vice President – SME Operations,
Tata Teleservices Limited.


Essentially, given the fact that there is going to be an inevitable economic slowdown, digital resources will have to be prioritized. Enterprises will have to go for solutions that are capex and asset light and boost their productivity while being managed remotely with minimal human intervention. We would see an accelerated growth in adoption of Cloud based solutions, Collaboration solutions, AI and IoT, Data Management solutions that allow enterprises to integrate, secure and manage data efficiently

Specific insights about how Tata Tele Business Services (TTBS) is supporting Enterprises and SMBs across industry sectors, in the current COVID19 circumstances highlighting the key differentiators and USPs of TTBS solutions and services. 

These challenging times have resulted in the need for business continuity and we at Tata Tele Business Services are committed to provide our customers not only with uninterrupted telecom services but also with innovative solutions that help them deal effectively with unprecedented crisis.  Our field teams have been working round the clock to ensure service upgrades and support to our customers and all institutions like health that are at the forefront of fighting this pandemic.

With most of the businesses moving their operations to a work from home mode, we have extended our suite of ‘Work from Home’ solutions that empower these enterprises with robust, end-to-end connectivity solutions with secure access, collaboration and back-office operations. These solutions help them maintain ‘business as usual’ mode while improving their efficiency and productivity as their employees work remotely. Parallelly, our solution experts are constantly holding interactive consultative sessions for our customers to help them smoothly integrate these solutions within their existing technological framework with minimum disruptions. In addition to this, we continue to engage digitally with prospect customers through our Do Big Forums to address their ICT requirements and help them chart their digital journey.

Some of these solutions include Hosted IVR, which allows enterprises to quickly set up distributed call center and enable agents to work from home, Audio and Web conferencing solutions which enable collaboration across employees, partners and customers, International Bridging Services that allow business to remain globally connected and Secure Document and Data Management solutions that address security concerns arising out of a distributed and remote working environment. Hosted OBD automated outbound dialing campaign solution without investing in onsite infrastructure, Hosted PBX best solution to help enterprises’ employees connect with their customers and vendors from their home using existing office lines, Clean Internet and Remote VPN with resilient and secured connectivity

Further, to support the ‘Work-from-anywhere’ culture, we provide SmartOfficeTM. This is an award-winning product which has received overwhelming response from SMBs.  It is literally an office in a box, which integrates voice, data, storage and applications in one device and saves a customer the time, effort and complexity of working with multiple service providers in setting up an office. It is as appealing to a start-up as it is to an established organization wishing to open a branch office.

We are also the pioneers of SIP Trunk technology for advanced voice connectivity in India and provide 99.5% SLA on voice with a fiber last mile that allows customer to ensure business continuity without worrying about their connectivity. It also comes with two last miles connections that ensures a secondary backup in the rare case of primary failure.

As remote working becomes the new normal, our customers want solutions that enable their employees to connect securely from their homes and collaborate effectively with their colleagues who are also working remotely. TTBS will continue to focus on bringing to market, innovative solutions that would help our customers address this new normal.

Key growth segments in the market and the strategy of TTBS to tap these segments

TTBS offers the most comprehensive suite of products and services such as Cloud & SaaS, Collaboration, Connectivity, IoT, and Marketing & Security. The company has expertise in both the digital and the connectivity space and this enables us to take end-to-end ownership of the entire solution, be it devices, applications, or connectivity. As one of the largest players in the enterprise segment, we have a progressive approach of partnering enterprises in the capacity of a technology enabler/ subject matter expert that provides them with differentiated ICT solutions.  Our objective is to provide products and services that significantly impact the competitiveness of our customers and enable them to DO BIG.

We have expertise across the industry spectrum including IT/ITES, BFSI, Media, Services, Manufacturing, Logistics etc. We also pay very close attention to the needs of start-ups which are focused on digitization. With most of the businesses now moving rapidly to online space, we are geared up to service business segments like Edutech, Healthtech, FinTech and E-commerce that will have substantial growth indexes.

Industry 4.0 will be a key 

growth driver for us, and our growth plans are centered around strengthening our portfolio of services especially in the areas of SaaS, IaaS, IOT and Cloud while at the same time enhancing our network and sales reach/ capability to cover as much of the SMB footprint as possible.

How are you addressing the concerns of your channel partners during this pandemic? 

We have the largest channel network in the industry, and we are making use of extensive digital modes to ensure seamless engagement with our partners and other stakeholders. We have launched a virtual Solution Architect Helpdesk for our channel partners to enable them to address customer’s queries, this is supported on real-time basis by our solution experts to offer uninterrupted services to our customers.  Additionally, we are continuing with our immersive training programs on sales skills, opportunity identification and critical solutions using advance digital learning tools.  We have various levels of training for partner and their team to enhance their capability as an ICT solution provider.

Safety and Well-being of our employees, partners and customers has been our topmost priority during this period. We have extended ‘Doctor on call’ facility to our partner ecosystem including their families and employees and notifying them with regular health advisories. We have also ensured timely payment to our vendors, partners and associates to ease their financial burden.

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