Saturday, April 21, 2012

Airtel and Avaya announce global strategic partnership for 'Customer Service Excellence'

Avaya to provide custom managed services to enhance contact center
performance for Airtel's operations in 20 countries across South Asia
and Africa

Partnership to leverage Avaya's global scale, multi-vendor
management capability and deep contact center application management
expertise.

·        Will create capacity to manage over 1 billion customer calls
per year across the Airtel network

·        Will evolve customer service experience to include video and
social media

New Delhi, April 17, 2012 - Bharti Airtel Limited ("Airtel"), a
leading telecommunications services provider with operations in  20
countries across Asia and Africa, and Avaya, a global provider of
business communications and collaboration systems and services, today
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.

Mr. Fran├žois Lan├žon, President, APAC, 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 demonstrates the success of the long-standing
relationship between the two companies. It encompasses a broad suite
of Avaya technology and expertise and it 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 as per usage' agreement.

This announcement further highlights Avaya's commitment to bring The
Power of We(tm) to every Avaya customer, helping businesses to drive
faster collaboration, smarter decisions and better business results.
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.

About Avaya:

Avaya is a global provider of business collaboration and
communications solutions, providing unified communications, contact
centers, networking and related services to companies of all sizes
around the world. For more information please visit
www.avaya.com<http://www.avaya.com/>.

0 comments:

Post a Comment