Airtel, Avaya Partner On Customer Service

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, have announced the signing of a five-year partnership to enhance Airtel’s customer capabilities across its operations.

This ground breaking partnership under the umbrella of Avaya Communications Outsourcing Solutions, will provide contact centre technology and services designed to increase the performance, reduce the costs and accelerate the transformation of Airtel’s communications environment.

Director of Global Innovation & IT at Bharti Airtel, and Group CIO of Bharti, Dr. Jai Menon, 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 centre 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 centre technology, which will allow Airtel to provide a consistent, high-quality customer experience across all its markets.

President, APAC, Avaya, Mr. François Lançon, 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 centre 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 with remediation and complete transparency into the network operations and performance.

—Henry Ojelu