NEW DELHI, INDIA: Bharti Airtel Ltd and Avaya announced the signing of a five-year partnership to enhance Airtel’s customer capabilities across its operations. This groundbreaking 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.
Dr. Jai Menon, director of Global Innovation & 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, which will allow Airtel to provide a consistent, high-quality customer experience across all its markets.