Reliance Communications, India’s fully-integrated telecommunications service provider, has entered into a multi-year, multi-million dollar mega-agreement with Avaya Inc, a provider of customer and team engagement solutions, to transform its call center operations.
Under the terms of the deal, Avaya will transform Reliance Communications’ existing call center operations to the most advanced digitally-enabled customer engagement call centers in the country. The objective is to provide an enhanced and consistent customer experience across all their customer touch points and help enhance the customer life-time value. Avaya has won the services contract to implement and manage the new Call Center technology for the next five years.
A large number of the solutions that RCOM is investing in are born in Avaya’s R&D lab in India, the largest in the world for the global solutions provider, making this project a flagship move towards supporting the ‘Make in India’ national campaign of the Indian Government. Under the terms of this deal, Avaya will invest in long-term training and support of RCOM’s technical team and its Call Center agents, protecting the company’s workforce, upgrading its skills and transforming its Call Center operations into a strategic asset for growth.
Priyadarshi Mahopatra, Avaya MD, India and SAARC, said, “Avaya and Reliance Communications not only share a common vision for improving customer outcomes through digitally enabled customer engagements, but we also believe in supporting the mission of our country’s leaders to lead India into a ‘Digital’ world and ‘Make-in-India’. Avaya is proud of this partnership and shared vision, and we are committed to its success.”