Avaya has bagged Call Center deal from Indian telecom service provider Reliance Communications.
Reliance Communications, which has more than 110 million customers, did not reveal the size of the 5-year, multi-million dollar deal to transform its Call Center operations.
Avaya will transform Reliance Communications’ existing call center operations to digitally-enabled customer engagement call center to provide better customer experience across all their customer touch points and help enhance the customer life-time value.
Some of the call center solutions used by Reliance Communications are developed at Avaya’s R&D lab in India.
Avaya will invest in training and support of Reliance Communications technical team and its call center agents, protecting the company’s workforce, upgrading its skills and transforming its call center operations into a strategic asset for growth.
Gurdeep Singh, chief executive officer, Consumer Business, Reliance Communications, said: “We want our customers to be able to reach us via any channel (ACD, IVR, Social Media, Chat, Video) at any time, using any device, and avail a consistent experience in any urban or rural location.”