India's Bharti Airtel Limited has chosen Avaya to manage its customer services environment across its network of 20 countries in Asia and Africa.
Under a five-year contract, Avaya will provide contact centre and custom managed services to New Delhi-based Bharti Airtel as part of the Avaya Communications Outsourcing Solutions.
The agreement includes Avaya providing Bharti a tailored contact centre environment to enable the telco to respond appropriately to over one billion customer calls per year across the Airtel network. Eventually, with Avaya's services, Airtel's customer service experience will include video and social media.
Avaya will provide Airtel a complete end-to-end solution that can help the telco move from a capital-intensive model to a utility-based model across its network with a "pay per usage" agreement.
The improved Avaya outsourcing environment for Airtel will include completely customised application support, billing, reporting and Service Level Agreements with remediation. Bharti will be home to some of the Avaya's latest contact centre technology that will allow Airtel "to provide a consistent, high-quality customer experience across all its markets."
Airtel said choosing Avaya as a partner to improve customer services is part of the telco's efforts to constantly innovate to meet customer requirements.
"Our partnership with Avaya is in line with the rapid evolution into the data world, and will provide superior customer service experience and extends from traditional voice based to video and social media interactions," said Dr Jai Menon, director, global innovation & IT, Bharti Airtel, and group CIO, Bharti. "Additionally, Avaya Communications Outsourcing Solutions will enhance our service capabilities, and help us deliver superior customer experiences across our operations."
François Lançon, president, AP, Avaya, said it has a long history with Airtel on improving the customer service experience.
"This partnership ensures we can continue to collaborate effectively together for the benefit of the company's customers across multiple geographies. With a custom-built solution for each client, Avaya Communications Outsourcing Solutions can help forward-thinking companies like Airtel to get the most out of their communications infrastructure investments," Lancom added.
Bharti Airtel Limited offers mobile services, fixed line and high speed broadband, and enterprise services to over 246 million customers.
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