Idea, IBM signs Rs 220cr contract for IVR service

New Delhi, July 12: Telecom service provider Idea Cellular Ltd(IDEA) and IBM today entered into a Rs 220 crore contract to deployIdea's interactice voice response (IVR) self service infrastructure andprocesses.

The ten-year contract is the first of its kind end-to-end IVR SelfService transformation project in the Indian telecom industry.

The partnership will enable Idea to enhance service deliveryquality for its subscribers via a new channel for customer contact thatwill provide accurate product and billing information and a strongbrand experience.

Under the contract, IBM will transform Idea's customer contactchannels through the addition of an IP-based IVR system for end userself service.

IBM will provide consultancy for IVR optimisation, operate andmanage the systems and provide continuous improvements for Ideasubscribers self service experience.

Company's Managing Director Sanjeev Aga said, ''Idea is focused ondelighting customers and providing a strong brand experience. Ourlatest agreement with IBM will set a new standard in service deliveryquality and customer contact. We will harness IBM's knowledge andexperience in the areas of contact centre and voice response, toachieve our objective of having the most advanced infrastructure andprocesses to support Idea's business.''

UNI