The Indian telecom services provider Reliance Communications Ltd. (RCOM) has inked a multimillion dollar five year contract with Avida Inc. for the latter to manage and implement the upgrade of the technology of its call centres and upgrade the skill sets of its personnel.
A joint press statement by the two companies said the contract calls for the leveraging of mobile technology to transform RCOM's call centre operations into India's most advanced and digitally-enabled with regard to customer experience.
Avaya will also invest in long-term training and support for RCOM's technical team and call centre agents.
The enhanced customer experience is targeted to apply to all RCOM customer touch points in India, urban and rural, according to the press statement.
At the same time, many of the solutions to be used will have been developed in Avaya's R & D lab in that country and will therefore be in support of the Indian government's "Make in India" national campaign.
"We want our customers to be able to reach us via any channel (ACD, IVR, social media, chats, video) at any time, using any device, and avail of a consistent experience in any urban or rural communication," said Gurdeep Singh, RCOM's CEO for consumer business.
RCOM is based in Mumbai and is one of India's largest telecom services providers, serving more than 110 million customers.
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