New Delhi, Nov 12 (UNI) Bharti Airtel, the country's biggest telecom operator, today said it has signed an enhanced managed services agreement with IT solutions provider Nortel.
Under the agreement, 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.
''These partnerships have been designed with a single-minded focus to bring world class service experience for our customers,'' Bharti Airtel Director (Technology and Customer Service) Jai Menon said in a statement.
He said the company plans to extend the efficiencies achieved through this enhanced agreement to its customers, who will benefit from this service option by getting more power in their hands.
Nortel's CCT solution for Bharti Airtel features interactive voice and video response capabilities, providing a 24x7 ''virtual storefront'' 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.
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