Bharti Airtel ropes in Avaya for 5-year managed services deal
New Delhi: Telecom major Bharti Airtel Tuesday said it has signed a five-year deal with Avaya to enhance Airtel's customer capabilities across all regions of operations.
The deal will be carried out under the umbrella of Avaya Communications Outsourcing Solutions, which will provide contact centre technology and managed services to Airtel, a statement said.
This will help Airtel increase performance, reduce costs and accelerate the transformation of its communications environment, it added.
"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," Bharti Airtel Director (Global Innovation and IT) Jai Menon said.
Avaya is Bharti's second IT partner after IBM.
By using Avaya's solution, Bharti Airtel can move from a capital-intensive model to a utility-based model across its network with a 'pay as per usage' agreement, it said.
Bharti has outsourced many of its operational functions, which have helped the company lower its cost of operations and build a subscriber base of over 230 million customers.
It has long-term outsourcing deals with many players like Aegis, IBM and Tech Mahindra.