Bharti Airtel and Avaya have announced the signing of a 5-year partnership that will see Avaya Communications Outsourcing Solutions provide contacts centre technology and managed solutions designed — to better the performance and reduce costs — to Airtel in all its 16 operations in the continent.
“Our partnership with Avaya is in line with the rapid evolution in data world, and will provide superior customer service experience and extends from traditional voice based to video and social media interactions.” Jayant Khosla, CEO, Anglophone at Bharti Airtel said.
Avaya (http://www.avaya.com/usa/ ) will deploy its Proactive Outreach Manager (POM) and Proactive IVR systems to supplement the existing voice, email and SMS solutions currently supported by the call centres, something that will equip Airtel call centres with Ideo IVR systems to enable agents to deliver video messages and other dynamic services to subscribers.
Avaya, a global provider of business collaboration and communications solutions, recently opened a branch office in Kenya in a bid to tap into the African emerging markets especially in technology.
The new office, located in Riverside Nairobi, will provide business collaboration and communications solutions unified communications, real-time video collaboration, contact centres, networking solutions and related services to companies of all sizes throughout the continent.
“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,” Nidal Abou – Ltaif, Avaya Vice President of Emerging Regions said during the opening.
He continued to say that 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.
According to Nidal, one of the main plans that Avaya has for Kenya is the introduction of a call centre training service at the tertiary level of the Kenya educational system.
