Airtel and Avaya partner for customer service excellence

The five year 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, "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."

Avaya will provide a tailored contact center outsourcing environment that includes completely customised 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.

François Lançon, 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."