Reliance Communications, part of the Anil Ambani-led group, has signed a five-year multi-million dollar agreement with Avaya Inc through which the latter will overhaul its business process outsourcing centres.
The objective is to provide an enhanced and consistent customer experience across all Reliance Communications' customer touch points and help enhance the customer life-time value. Avaya has won the services contract to implement and manage the new call centre technology for the next five years.
"We want our customers to be able to reach us via any channel (like ACD, IVR, social media, chat, video,etc) at any time, using any device, and avail a consistent experience in any urban or rural location. By working with Avaya, we expect to reach these goals quickly and efficiently, and in the long run, have the power to effortlessly innovate for the future," said Gurdeep Singh, chief executive officer, consumer business, Reliance Communications.
"Avaya and Reliance Communications not only share a common vision for improving customer outcomes through digitally enabled customer engagements, but we also believe in supporting the mission of our country's leaders to lead India into a 'Digital' world and Make in India'," said Priyadarshi Mahopatra, managing director of Avaya, India and Saarc.
Most of the solutions that will be used to digitally-enable Reliance Communications call centre operations will be developed at Avaya's India research and development laboratory.
The companies did not disclose the deal size.
With more than 110 million customers, Reliance Communications is one of India's largest telecom service providers.
