Bharti & Nortel Sign Contact Center Agreement

by CXOtoday Staff    Mar 28, 2006

Telecommunication service provider Bharti Tele-Ventures has signed a five-year agreement with Nortel to host contact center services for the growing subscribers of its Airtel GSM mobile, broadband and fixed-line services.

A 24×7 ‘virtual storefront’ voice portal based on Nortel’s interactive voice response (IVR) solution will be the cornerstone of Bharti’s new contact center operation. The wireless and wireline customers of Bharti will be able to speak in English, Hindi, or four other regional languages to complete routine transactions and subscribe to new services.

Nortel claims the solution also includes virtualization of the contact center infrastructure, world-class technology for call forecasting, call routing, call prioritization, multimedia, unified messaging, and IP-enabled video.

Nortel will create a Network Operations Center in New Delhi to provide network design, integration, support and maintenance services for the contact center architecture.

The companies have also designed an innovative ‘per call’ approach for paying Nortel’s hosted services, linking its contact center cost structure to network traffic, service levels and customer growth.

Jai Menon, Director, IT & Innovation, Bharti said, “Bharti’s objective is to differentiate itself in India’s highly competitive communications environment by ensuring customer delight through personalized customer service, and accomplishing this through a highly cost-effective business model.”

Ashoka Valia, MD, Nortel India said, “Throughout our close collaboration with Bharti in designing this project, we have focused on meeting its business objectives with the best available technology and services. Providing a fresh approach and an enhanced level of customer care, as measured through the satisfaction of Bharti’s customers, is our joint objective.”