Bharti highlights 20-country deal with Avaya

Bharti Airtel says it expects customer service to strengthen under a new five-year deal with Avaya.

The deal covers business process outsourcing services in 20 countries where Bharti Airtel offers mobile services.  

Avaya will operate and manage the IT requirements of all Bharti Airtel's BPO partners across India and Africa, with a common platform. Migration to the cloud-based platform is expected to take up to 18 months.

Bharti has long-term outsourcing deals with about 10 BPO partners. In India, customer care operations in India are handled by Essar Group-owned Aegis, Hinduja TMT, IBM Daksh, Mphasis, Teleperformance, FirstSource Wipro, Magus Dialog and Kochar Infotech, while IBM, Tech Mahindra and Spanco are responsible for its African operation.

Speaking in Nairobi this week, Avaya Vice President for Emerging Regions Nidal Abou-Ltaif said contact centre operations would be streamlined and upgraded in Africa.

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