Bharti May Renew Call Centre Pact with Avaya
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.