Bharti May Re­new Call Cen­tre Pact with Avaya

The Economic Times - - Companies - Mun­tazir.Ab­bas


New Delhi: Telecom car­rier Bharti Air­tel is in talks with US telecom equip­ment maker Avaya Corp to re­new their call cen­tre tech­nol­ogy con­tract in the 20 coun­tries where the for­mer op­er­ates. The deal could be worth up to .₹ 2,000 crore, a per­son aware of the devel­op­ment said. The two com­pa­nies had signed a five-year deal in 2012 un­der which Avaya was to han­dle the IT re­quire­ments of the cus­tomer care part­ners of Bharti Air­tel across 80 lo­ca­tions in In­dia and Africa.

It was to bring video and so­cial me­dia ca­pa­bil­i­ties at their oper­a­tions.

“We are in ad­vanced ne­go­ti­a­tions with Bharti Air­tel for tech­nol­ogy re­fresh,” Avaya EMEA pres­i­dent Ni­dal Abou-Latif told ET. “We are com­mit­ted to the telecom op­er­a­tor and have a long­stand­ing re­la­tion­ship with the Bharti fam­ily and are even ready to work at a break-even mar­gin.” Bharti Air­tel de­clined to com­ment.

The coun­try’s largest telecom car­rier is seek­ing to bet­ter ex­pe­ri­ence for its nearly 310 mil­lion sub­scribers across In­dia, Sri Lanka, Bangladesh, and 17 African na­tions.

Ni­dal said the deal could in­clude a ro­bust soft­ware­backed an­a­lyt­ics plat­form. He de­clined to re­veal fi­nan­cials de­tails but a com­pany ex­ec­u­tive, re­quested not to be named, said the deal could be nearly .₹ 2,000 crore.

Bharti Air­tel’s call cen­tre ser­vice oper­a­tions for 20 coun­tries are be­ing man­aged by BPO firms such as Aegis, Wipro, Spanco, Teleper­for­mance and Tech Mahin­dra.

The part­ner­ship, ac­cord­ing to the ex­ec­u­tive cited ear­lier, is com­plex as it in­volves mul­ti­ple lo­ca­tions and re­quires faster de­ploy­ments. The ex­tended IT and cloud ser­vices al­liance, ac­cord­ing to com­pany ex­ec­u­tives, would in­clude new fea­tures such as dig­i­tal in­te­gra­tion with a multi-chan­nel ap­proach with soft­ware-driven an­a­lyt­ics, in­stant ser­vice pro­vi­sion­ing and proac­tively man­ag­ing sub­scribers’ needs.

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