RCOM to use Avaya for Customer Care Upgrade

Reliance Communications, today entered into a multi-year, multi-million dollar mega-agreement with Avaya Inc., to transform the former’s call center operations. With more than 110 million customers, Reliance Communications is one of India’s largest telecom service providers. The objective of the deal is to provide an enhanced and consistent customer experience across all of Reliance’s customer touch points and help enhance the customer life-time value. Avaya has won the services contract to implement and manage the new Call Center technology for the next five years.

Under the terms of this deal, Avaya will invest in long-term training and support of RCOM’s 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.

Commenting on the innovative alliance with Avaya, MrGurdeep Singh, Chief Executive Officer, Consumer Business, Reliance Communications, said: “We are investing in one of the best call Center technologies available in the world today to deliver a differentiated experience to our customers. 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. By working with Avaya, we expect to reach these goals quickly and efficiently, and in the long run, have the power to effortlessly innovate for the future.”