|
Briefs
Bharti, Nortel sign managed services agreement
Bharti Tele-Ventures has signed a five-year managed services agreement with
Nortel to host contact centre services for the over 19.7 million subscribers
of Bharti’s GSM, broadband and fixed-line services.
Nortel will create a Network Operations Centre in New Delhi, and provide network
design, integration, support and maintenance services for Bharti’s contact
centre architecture.
A 24x7 ‘virtual storefront’ voice portal based on Nortel’s interactive
voice response solution will be the cornerstone of Bharti’s new contact
centre operation. Calling a single number from anywhere in India, Bharti’s
wireless and wireline customers will be able to speak in English, Hindi or four
regional languages to complete routine transactions and subscribe to new services.
Nortel has also designed the architecture for future interactive video response
capability.
“Bharti’s objective is to differentiate itself in India’s competitive
communications environment by ensuring customer delight through personalised
customer service, and accomplishing this through a cost-effective business model,”
explained Dr Jai Menon, Director, IT and Innovation, Bharti Tele-Ventures.
Added Ashoka Valia, Managing Director, India, Nortel, “Throughout our collaboration
with Bharti in designing this project, we have focussed 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.”
The Nortel solution will include virtualisation of the contact centre infrastructure,
technology for call forecasting, call routing, call prioritisation, multimedia,
unified messaging and IP-enabled video.
Complex customer service requests requiring individual attention will be forwarded
to appropriate agents in contact centres operated by four of Bharti’s strategic
business process outsourcing vendors—TeleTech Services, Hinduja TMT, IBM
Daksh and MphasiS. Nortel has already deployed more than 6,000 agent stations
for these centres, all of which are based on Nortel technology.
|
