The Hindu Business Line : Bharti Airtel extends deal with Nortel

New Delhi, Nov. 12 Bharti Airtel and Nortel announced an enhanced managed services agreement under which Nortel will continue to provide its contact centre technology (CCT) solution. This is a two-year extension to the initial contract announced in March 2006.

Nortel’s solution features interactive voice and video response capabilities, where customers can complete routine transactions and subscribe to new services through an auto attendant that interacts naturally in English, Hindi and four other regional languages. More than 70 per cent of Bharti Airtel customer requests are handled through this virtual storefront, resulting in greater availability, flexibility and responsiveness to subscribers.

“We are highly focused on our customers and continue to innovate and invest in enhancing their experience,” said Dr Jai Menon, director, Technology and Customer Service, Bharti Airtel. “Our keen focus coupled with Nortel’s ability to provide cutting-edge technological solutions and expertise in this domain will surely help us to further enhance the experience of our customers.”

“Bharti Airtel benefits from unique ‘per call’ pricing that ties CCT costs to customer growth and the level of service Nortel delivers – in effect, pay for performance. The more calls Nortel’s CCT service handles quickly and professionally, the more satisfied Bharti Airtel subscribers become and the more new subscribers are attracted,” said a press release.

Toronto-headquartered Nortel also provides Bharti Airtel with network design, planning, implementation, integration, support and maintenance from its Network Operations Centre in Gurgaon.

“The fact that Bharti Airtel is strengthening its relationship with Nortel is testament to the ongoing success of our next-generation solutions and services,” said Mr Hitesh Lokhandwala, Managing Director, Nortel India.

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