Doha: Reliance Communications (RCOM), India’s fully-integrated telecommunications service provider, yesterday entered into a multi-year, multi-million dollar mega-agreement with Avaya Inc, the leading provider of customer and team engagement solutions, to transform its call centre operations, the company said in a statement yesterday.
With more than 110 million customers, RCOM is one of India’s largest telecom service providers.
Avaya will transform RCOM’s existing call centre operations to the most advanced digitally-enabled customer engagement centres. The objective is to provide an enhanced and consistent customer experience across all their customer touch points and help enhance the customer life-time value. Avaya has won the services contract to implement and manage the new centre technology for the next five years.
A large number of the solutions that RCOM is investing in are born in Avaya’s R&D lab in India, the largest in the world for the global solutions provider. Avaya will invest in long-term training and support of RCOM’s technical team and its call centre agents, protecting the company’s workforce, upgrading its skills and transforming its call centre operations into a strategic asset for growth.
Gurdeep Singh, CEO, Consumer Business, RCOM, said: “We are investing in one of the best call centre technologies available in the world today to deliver a differentiated experience to our customers.”
Nidal Abu-Ltaif, President, Avaya GGM, said: “We are proud to have been chosen by RCOM to transform its customer experience and even more proud that this transformation project is leveraging the mobile technology environment.” The Peninsula
