Bharti Airtel aims to improve its customer service experience through a five-year partnership with Avaya, an international communications solutions company.
Bharti Airtel which had over 246 million customers across its operations at the end of February 2012 has been struggling to grow its market share in Kenya and the region and the partnership could help it achieve this aim.
“Our partnership with Avaya is in line with the rapid evolution into the data world, and will provide superior customer service experience and extends from traditional voice based to video and social media interactions. Additionally, Avaya Communications Outsourcing Solutions will enhance our service capabilities, and help us deliver superior customer experiences across our operations,” said Dr. Jai Menon, Director of Global Innovation & IT at Bharti Airtel, and Group CIO of Bharti.
Under the terms of the agreement, Avaya will provide a tailored contact center outsourcing environment that includes completely customized application support, billing, reporting and Service Level Agreements with remediation. In addition, Avaya will be transforming Airtel’s environment to the latest contact center technology, which will allow Airtel to provide a consistent, high-quality customer experience across all its markets.
In an Interview, Nidal Abou-Ltaif, Avaya Vice President, Emerging markets, Middle East, Africa and Turkey said the deal will see Bharti acess Avaya’s 6000-seat customer care outfit to serve her customers across 16 countries.
Mr Abou-Ltaif said the deal will create jobs for Kenyans as the customer care centre targets youth and fresh graduates.
Mr Jayant Khosla, CEO Anglophone Airtel said the deal will enable the telecom company speak to 28,000 customers at the same time thus improve on feedback time.
Avaya also announced its inauguration of a new office in Nairobi to manage business in Kenya and surrounding markets.
“Africa is a key market for Avaya, and expanding our presence to one of the major cities on the continent reinforces our commitment to customers as well as partners. Kenya is setting the pace for technology deployment and customer-centric communications strategies, which makes it an ideal fit for Avaya’s expansion in Africa,” said Nidal Abou-Itaif, Vice President Avaya Middle East, Africa and Turkey.
Through its new Nairobi office, said Mr Abou-Ltaif said Avaya will provide “next-generation business collaboration and communications solutions, unified communications, real-time video collaboration, contact centers, networking solutions and related services to companies across Africa.”