Bharti Airtel Enhances Managed Services
By CXOtoday Staff
Mumbai, Nov 12, 2008 1406 hrs IST

In a bid to increase service efficiency, Bharti Airtel has extended its managed services agreement with Nortel for two years. Under the extended contract, Nortel will continue to provide its contact centre technology (CCT) solution.

The CCT solution features interactive voice and video response capabilities, providing a 24x7 virtual storefront where customers can complete routine transactions and subscribe to new services through an auto attendant that interacts in English, Hindi and four other regional languages. More than 70 percent of Airtel customer requests are handled through this virtual storefront, resulting in greater availability, flexibility and responsiveness to subscribers, according to a press note.

"We are highly focused on our customers and continue to innovate and invest in enhancing their experience," said Jai Menon, director, Technology and Customer Service, Bharti Airtel.

Bharti Airtel benefits from per call pricing that ties CCT costs to customer growth and the level of service Nortel delivers - in effect, pay for performance, the press note said.


Related links:
Bharti to Convert Idiot Box to Smart Box