By Angela Sutherland
Bharti Tele-Ventures, India's provider of telecommunications services has signed a five-year managed services agreement with Nortel to host contact centre services for more than 19.7 million subscribers to its Airtel GSM mobile, broadband and fixed-line services.
Bharti Tele-Ventures, India's provider of telecommunications services has signed a five-year managed services agreement with Nortel to host contact centre services for more than 19.7 million subscribers to its Airtel GSM mobile, broadband and fixed-line services. Nortel will create a Network Operations Center (NOC) in New Delhi and provide network design, integration, support and maintenance services for Bharti's contact center architecture.
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. Calling a single number from anywhere in India, Bharti's wireless and wireline customers will be able to speak in English, Hindi, or four other regional languages to complete routine transactions and subscribe to new services while the system interacts with them in a natural, conversational manner. Nortel has also designed the architecture for future interactive video response capability.
To simplify business, Bharti has designed with Nortel an innovative 'per call' approach to paying for Nortel's hosted services, linking its contact center cost structure to network traffic, service levels and customer growth. "Bharti's objective is to differentiate itself in India's highly competitive communications environment by ensuring customer delight through personalised customer service, and accomplishing this through a highly cost-effective business model," says Dr. Jai Menon, director, IT and Innovation at Bharti Tele-Ventures. "We found the right technology provider to team up with in Nortel, a worldwide leader in IVR technology with a proven track record in contact center innovation for more than 30 years," he adds.
"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," says Ashoka Valia, managing director, India, Nortel. "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 also includes 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 centers operated by four of Bharti's strategic business process outsourcing (BPO) 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.
Nortel's Global include a full range of integrated services for design, deployment, management and maintenance of end-to-end multi-vendor network solutions, including seamless migration to next generation technologies.