Cloud Phone System For Modern Businesses

Meituan-Dianping, China’s O2O Unicorn, Built Better Communication with Yeastar K2 IP PBX

Meituan-Dianping, China’s O2O Unicorn, Built Better Communication with Yeastar K2 IP PBX

Described as “Trillion Dollar Opportunity”, Online to Offline (O2O) is fast emerging as one of the most significant trends in China retailing as well as drawing significant interests around the world. Meituan-Dianping is China’s No.1 marketplace for services and O2O platform, which connects consumers with local businesses for food takeout, hotel bookings, and movie tickets, among other services.

Headquartered in Beijing, Meituan-Dianping has the other major branch located in Shanghai. As a local life service platform, it requires smooth communication both externally with customers and local merchants and internally among colleagues and departments. For such a service platform, even a minor issue occurring in their communication system will cause great inconvenience to the company.

In 2018, Yeastar provided Meituan-Dianping with K2 IP PBX to build an IP-based communications system with the hot standby solution. Ever since the solution hit the ground running, K2 IP PBX has proved itself to be fully capable of handling the high call traffic, delivering efficiency-improving communication features, helping deliver superior customer service, and streamlining internal communication. One year after, due to its excellent performance, K2 IP PBX was favored by Meituan-Dianping again and implemented in the company’s Beijing headquarter to renovate its communication system.

Challenges & Objectives

For the Shanghai branch:

  • Management & Maintenance: Meituan-Dianping’s Shanghai branch has nearly 1000 employees and operates in Shen Ya Times Square and DoBe E Manor. Phone systems in the 2 offices are independent of each other, making central management unfeasible and daily maintenance inconvenient. In addition, the 2 offices used the 3rdcall recording system independent from the phone systems so that it is difficult to put them into centralized control.
  • Inter-office Communication: the disparate phone systems limit communication and collaboration within the organization. Calls cannot be easily transferred between the 2 offices in Shanghai. Besides, it’s often the case that employees in the headquarter and branches need to collaborate but are bothered by the complicated dialing rules and not able to initiate a call with multiple people.

For the Beijing headquarter:

  • Painless Upgrade: Meituan-Dianping required keeping their existing phone terminals and other endpoints while retaining the same extension numbers for them. The new phone systems need to be implemented quickly and seamlessly to make sure that they can make the switch in the short term without any business disruption.
  • Daily Operation: Meituan-Dianping expected to deploy phone systems in the headquarter and branches under one single telephony network so that employees can just dial extension numbers to reach one another. The new phone system should include features like call recording, conference call, IVR and more to increase efficiency. What’s more, high scalability is necessary for future expansion.

Solution

  • Hot Standby: 2 Yeastar K2 IP PBX was deployed in the office in Shen Ya Times Square. One operates as the primary server and the other as the secondary server with all data mirrored to it in real-time. The case is the same in the Beijing headquarter.
  • Headquarter & Branch: The Beijing Headquarter and Shanghai Branches were easily connected through Yeastar K2 IP PBX via SIP trunks so that employees are now able to make free inter-office calls.
  • Remote Extension Registration: For the Shanghai branch, IP phones in the office in DoBe E Manor were registered to the K2 IP PBX resided in Shen Ya Times Square. In this way, voice calls made here are routed to the K2 IP PBX. Inbound & outbound routes, IVR, ring, call queue, and other settings were all made through the K2 IP PBX.
  • Other Configurations: Both the headquarter and branches are able to use ISDN, PSTN lines and SIP trunks with K2 IP PBX, and IVR was set up for different DID numbers. IP phones were configured in bulk using the auto-provisioning feature.

Meituan Shanghai Branch

Implemented for the Shanghai Branch in 2018Meituan Beijing Headquarter

Implemented for the Beijing headquarter in 2019

Results and Benefits

  • Hassle-free Deployment & Seamless Migration

Yeastar K2 IP PBX does not require complicated cabling. There is no need to change the existing phone lines or add new phone lines. The high interoperability with SIP endpoints and SIP/PSTN/ISDN trunks makes the migration even faster and avoids many implementation headaches.

  • Smooth Communication among 3 Locations

By introducing Yeastar K2 IP PBX to Meituan-Dianping, the headquarter and branch offices drastically benefit from easier communication. Employees in Beijing and Shanghai can just dial the extension numbers to reach one another, and calls can be transferred easily to realize maximum efficiency.

  • Centralized Management & Easy Scalability

The company can now configure, control and update its phone systems simply through the intuitive Web GUI. As for future expansion, Yeastar K2 IP PBX supports up to 2000 users, 500 concurrent calls, and 400 VoIP trunks, which is an ideal solution for large enterprises with either a single site or complex and multi-site network.

  • Better Collaboration & Enhance Efficiency

A slew of efficiency-improving VoIP features brought by Yeastar K2 IP PBX are highly welcomed by Meituan-Dianping. Here are a few features rather useful for the company.

Conference: Employees are able to dial the conference extension number to attend the conference anywhere and anytime. The visual conference panel makes it even easier to organize and manage conferences.

Softphone: the free mobile & desktop softphone, Linkus, enable employees to take their extensions with them even on the go. With Linkus available on Windows, macOS, iOS, and Androids, employees can manage and control their calls more easily and realize faster response time.

Call Recording: the company can now automatically record every internal, external and conference call without 3rd party system,and listen to the recordings through the intuitive PBX Web GUI easily.

IVR: Yeastar K2 IP PBX supports the multi-level multi-lingual auto attendant. The company can upload customized prompts and set desired destinations to optimize the customer call experience.

Queue: this feature helps automatically distribute incoming calls to certain destinations to queue up while waiting for an available agent to take their calls, greatly improving customer satisfaction.

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User Login

Instantaneously receive user login credentials via email once the extension has been deployed by the adminstrator.

Log in conveniently via any web browser for access to the user portal.

Integrations

Integrate various CRM software for better customer service and satisfaction.

Enable transcription of audio messages into text with integration of third-party transcription service.

Enable API for integration with various third-party integrations for advanced performance such as call center and hotel reception services.

System

Provision email SMTP and template settings for event notifications to be sent out.

Manage storage allocation and duration of various types of data being stored on the PBX.

Determine the types of event notifications to be sent out, and the parties receiving them.

IVR

Add various audio voice prompts to be played according to different call scenarios.

Add voice prompts on multiple levels for more effecient and precise inbound call routing.

Voicemail

Customize default voicemail settings for each user extension.

Add various voicemail messages for allocation to different call scenarios and users.

Provision specific rules to how voicemail messages are played over the PBX system for better caller experience.

Reports and CDR

All call log activities are stored, with the option of having audio conversations recorded by default or for specific extensions.

Use intuitive visual call reports, to check various call statistics over extensions, trunks, queues, ring groups, and more.

Call reports can be viewed and downloaded directly from the PBX, or scheduled to be sent via email to respective parties.

Security

Restrict a general group or specific IP addresses to prevent unauthorized access to your PBX.

Limit the number of otbound calls users are allowed to make within a time period to protect against toll fraud.

Restrict certain country codes for outbound calls either company-wide or on certain extensions.

User Login

Determine extension ranges for different functions.

Define use of different voice prompts depending on call scenarios or intended function.

Provision basic and advanced SIP settings to be used on the PBX.

Recordings

Record all calls made on specified trunks, including inbound and outbound calls.

Recordings

Record all calls made on specified extensions, conferences, or call queues.

Paging and Intercom

Create different types of paging and intercom broadcast groups for selected extensions.

Set a time schedule to automatically start your broadcast.

Maintenance

Check for and download firmware upgrades to ensure that your PBX is always up-to-date.

Perform back-ups to prevent data and settings from getting lost.

Perform troubleshooting on your own to debug.

Conference

Pre-set conference settings and dial-in passwords for security, and allow internal users to send conference invites to external parties.

Speed Dial

Create multiple speed dial numbers to respective external numbers frequently used for outgoing calls.

Speed dial is activated when the set prefix (default or customized) is dialed.

Ring Group

Create multiple ring groups and determine custom ring strategies and failover settings for each.

Call Queue

Create different call queues with specific ring strategies and failover settings.

Static agents permanently answer calls in queue, while dynamic agents can log in and out. Allocate different extensions to each group.

Determine what actions are to be allowed for Mangers or Agents to manage on the Queue Panel.

Call Control

Have calls received on specific SIP trunks routed to designated extensions or destinations within the PBX.

Set-up dial patterns so that outbound calls are routed to their intended destinations.

Determine how calls are routed and received at different times of a day.

Contacts

Store, retrieve, and share company contact details easily on your PBX.

Organize company contacts into dedicated phonebooks and determine accessibility rights to extension groups for each.

Bulk import a list of contacts instead of having to key details in individually.

Role and Client Permission

Pre-defined user roles within the PBX are conveniently available for allocation, or create your own set of permissions.

Restrict users from viewing specific extensions, departments, or extension groups with Extension Visibility.

Allow or resrict specific users from managing or viewing certain company contacts

Auto Provision

Pre-defined setting parameters specific to respective IP phone models are conveniently available for easy set-up.

IP Phones can be quickly provisioned to your Yeastar PBX with just the pre-defined template and device MAC address.

Trunks

Register multiple SIP trunks on a single PBX as needed.

Different types of trunks can be created, Caller ID can be customized.

Extensions

View, deploy, add, and remove user extensions within your PBX system.

Configure default call and user settings for individual extensions.

Customize allocation of user extensions to specific ring groups.

Portal Login Page

Receive your administrator log-in credentials and set-up guide via email.

Log-in on any web-browser to get started with PBX set-up.

Installation Wizard will guide you through basic configurations.

User Login

Access all company contacts made available to you by the administrator.

Create your own personal contacts list for easy reference and dialing.

Bulk import contact details for convenient data entry.

User Login

Access and manage user settings for softphone application and voicemail.

Manage call routing and presence status for your individual extension.

Retrieve or download your personal call logs and recordings.

User Login

Receive your log-in credentials and set-up guide via email, sent by your admin.

Log-in on any web-browser to get started with PBX set-up.

Configure contacts and personal settings from the web portal.

Auto Provision

Add, remove, or modify IP phone settings from your web interface.

Upgrade IP phone firmware conveniently from your PBX.

Upload various default setting parameters specific to respective IP phone models for greater convenience during set-up.

Contacts

Store, retrieve, and share company contact details easily on your PBX.

Have detailed contact information for your vendors and clients conveniently stored .

Bulk add a list of contacts instead of having to key details in individually.

PBX Monitor

Monitor the status extensions, whether they aren idle, in use, or unavailable.

Know whether your SIP Trunk running properly, or experiencing problems.

Monitor the number of call conferences currently running on your PBX, and their individual durations.

Maintenance

Check for and download firmware upgrades to ensure that your PBX is always up-to-date.

Perform back-ups to prevent data and settings from getting lost.

Perform troubleshooting on your own to debug.

Call Detailed Report

All call log activities are stored, with the option of having audio conversations recorded by default or for specific extensions.

Filter by date, time, or extension number to retrieve specific call logs or recordings

Playback call recordings directly from the PBX or download to store externally.

Event Center

Determine what events and logs are to be recorded and/or have notifications sent.

Specify particular notifications to be sent to respective authorized personnel.

User Permission

Set up vaious groups of users for allocation to certain sets of access rules.

Determine what features a certain group of extensions can or cannot access.

Determine if users can access, play-back, or download call logs and recordings from the pbx.

Security

Restrict a general group or specific IP addresses to prevent unauthorized access to your PBX.

Determine specific the range of SIP ports for connection between your PBX and endpoints.

Restrict country codes for outbound calls either company-wide or on certain extensions.

Voice Prompt

Upload and designate customised audio recordings at multiple levels of a call journey.

Upload recorded music to fill the silence that would be heard by callers on hold.

Upload customised voice prompts to create a professional call experience.

General

Customize general call preferences either company-wide or for individual extensions.

Set-up feature dial codes for convenient user navigation to specific call features.

Determine how voicemails are retrieved, and also upload custom voicemail recordings.

Call Features

Add multiple automated responses to be played at different phases of a call journey.

Designate specific extensions to ring concurrently based on an external caller's dial pattern.

Customize messages and waiting times to keep external callers engaged when put on hold.

Call Control

Have calls received on specific SIP trunks routed to designated extensions within the PBX.

Set-up dial patterns so that outbound calls are routed to their intended destinations.

Determine how calls are routed and received at different times of a day.

Trunks

Register multiple SIP trunks on a single PBX as needed.

Provision SIP trunk settings and dedicate them to particular extensions.

Bulk add DDIs on each SIP trunk, for allocation to an individual or groups of extensions.

Extensions

View, deploy, add, and remove user extensions within your PBX system.

Allocate and deploy specific extension numbers to respective users via email.

Set-up default ring and presence status settings for individual users.

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View cases created for a Deal in One View.

View cases created for a Deal in One View.

Deal One View

View cases created for a Deal in One View.

View cases created for a Deal in One View.

View cases created for a Deal in One View.