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April 18, 2012

AVAYA News - Global Strategic Partnership Formed by Avaya and Airtel for 'Customer Service Excellence'

By Calvin Azuri, TMCnet Contributor

Bharti Airtel Limited (“Airtel”) recently announced that it would be collaborating with Avaya (News - Alert) to improve Airtel’s customer capabilities across its operations. This partnership will be for a term of 5 years and will look to enhance Airtel’s customer service operations worldwide. Airtel (News - Alert) is a global telecommunications services provider and has operations in 20 countries spread across Asia and Africa.

In a release Dr. Jai Menon, director of Global Innovation and IT at Bharti Airtel (News - Alert), 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 is a global provider of business communications and collaboration systems and services across the world. Based on the terms of the agreement, Avaya will now offer Airtel, a customized contact center outsourcing environment that offers completely customized application support, billing, reporting and Service Level Agreements with remediation.

François Lançon, president of APAC at 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.”

Avaya will also be responsible for upgrading Airtel’s current environment to the latest contact center technology, thereby enabling Airtel to offer its customers a high-quality experience across all its markets.

Edited by Jennifer Russell

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