Communications solutions provider Nortel and Bharti Airtel, signed a managed services agreement under which Nortel will continue to provide its contact centre technology (CCT) solution. This deal is an two-year extension to the initial contract signed in March 2006.
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.
