Airtel and Avaya, have announced the signing of a five-year partnership to enhance Airtel’s customer capabilities across its operations. The 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 and IT at Bharti Airtel and Group CIO of Bharti said, “Our partnership with Avaya is in line with the rapid evolution into the data world and extends from traditional voice based to video and social media interactions.”
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.
“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 Airtel to get the most out of their communications infrastructure investments,” said François Lançon, President, APAC, Avaya,
The agreement encompasses a broad suite of Avaya technology 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 as per usage’ agreement. Avaya is providing Airtel with custom Service Level Agreements (SLAs) with remediation and complete transparency into the network operations and performance.
