• April 17, 2012

Airtel to Employ Avaya Managed Contact Center Services

Bharti Airtel, a telecommunications services provider with operations in 20 countries across Asia and Africa, signed a five-year partnership with Avaya to enhance its customer capabilities.

This partnership, under the umbrella of Avaya Communications Outsourcing Solutions, will provide contact center technology and managed services designed to increase the performance, reduce the costs, and accelerate the transformation of Airtel's communications environment.

Jai Menon, director of global innovation and IT at Bharti Airtel, and Group CIO of Bharti, said, "At Bharti Airtel, the customer is at the core of everything we do. We constantly innovate and partner with the best to offer our customers a world-class service experience at every touch point. 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. Additionally, Avaya Communications Outsourcing Solutions will enhance our service capabilities, and help us deliver superior customer experiences across our operations."

Under the terms of the agreement, Avaya will provide a tailored contact center outsourcing environment that includes completely customized application support, billing, reporting, and service-level agreements with remediation. In addition, Avaya will be transforming Airtel's environment to the latest contact center technology.

François Lançon, president of APAC at Avaya, said, "Bharti Airtel is a leading integrated telecommunications company and one of India's largest and most respected business groups. Avaya has a long history of supporting Airtel's customer experience focus, and 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."

The agreement encompasses a broad suite of Avaya technology and expertise and will enable Avaya to implement, source, manage, and enhance contact center technology operations. By using Avaya for this complete end-to-end solution, Airtel can move from a capital-intensive model to a utility-based model across its network with a pay-per-usage agreement.

The partnership will provide improved performance of Airtel's contact center environment by leveraging Avaya's preventive, predictive, and proactive, ITIL-aligned management platform. Avaya is providing Airtel with custom service-level agreements with remediation and complete transparency into the network operations and performance.

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