MUMBAI: Bharti Tele-Ventures has entered into a five-year managed services agreement with Nortel to host contact center services for the subscribers of Bharti's Airtel GSM mobile, broadband and fixed line services.
According to a Bharati statement, Nortel will create a Network Operations Center (NOC) in New Delhi that would provide network design, integration, support and maintenance services for Bharti's contact center architecture.
A 24x7 'virtual storefront' voice portal based on Nortel's interactive voice response (IVR) solution will form the basis for Bharti's new contact center operation.
Calling a single number from anywhere in India, Bharti's wireless and wireline customers will be able to speak in English, Hindi, or four other regional languages to complete routine transactions and subscribe to new services while the system interacts with them in a natural, conversational manner.
Nortel has also designed the architecture for future interactive video response capability.
Bharti has also designed with Nortel an innovative 'per call' approach to paying for Nortel's hosted services, linking its contact center cost structure to network traffic, service levels and customer growth.
The Nortel solution also includes virtualization of the contact center infrastructure, world-class technology for call forecasting, call routing, call prioritization, multimedia, unified messaging, and IP-enabled video.
|