Bharti Tele-Ventures, India’s provider of telecommunications services, has signed a five-year managed services agreement with Nortel to host contact center services for more than 19.7 million – and growing – subscribers to Bharti’s 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 personalized customer service, and accomplishing this through a highly cost-effective business model,’ said Dr. Jai Menon, director, IT and Innovation, 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.’
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