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Airtel to Employ Avaya Managed Contact Center Outsourcing Services

Telecommunications services provider Bharti Airtel (News - Alert), which has contact center outsourcing operations in 20 countries across Asia and Africa, signed a five-year partnership with Avaya (News - Alert) to enhance its customer capabilities.

Under the umbrella of Avaya Communications Outsourcing Solutions, this partnership 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.

“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,” said Jai Menon, director of global innovation and IT at Bharti Airtel (News - Alert), and Group CIO of Bharti.

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

François Lançon, president of APAC at Avaya, said, “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 Avaya technology and expertise and will enable Avaya to enhance contact center technology operations. Airtel will be able to grow from a capital-intensive model to a utility-based model across its network with a pay-per-usage agreement. The partnership will improve performance of Airtel's contact center environment by leveraging Avaya's preventive, predictive, and proactive, ITIL-aligned management platform.


Edited by Rich Steeves