Reliance Communications signs 5-year deal with Avaya

Mumbai: Anil Ambani-led Reliance Communications Ltd (R-Com) said on Friday that it has signed a five-year, multimillion dollar agreement with Avaya Inc., which will improve its call centre operations. The size of the deal was not disclosed.

Reliance Communications will have digitally enabled customer engagement call centres in the country powered by Avaya, which will provide better customer experience.

Avaya will also invest in long-term training and support of the telecom firm’s technical team and its call centre agents, upgrading its skills and improving its call centre operations into a strategic asset for growth.

“We want our customers to be able to reach us via any channel (like social media, chat, video,etc) 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,” said Gurdeep Singh, chief executive officer, consumer business, Reliance Communications.

“Avaya and Reliance Communications not only share a common vision for improving customer outcomes through digitally enabled customer engagements, but we also believe in supporting the mission of our country’s leaders to lead India into a ‘Digital’ world and ‘Make-in-India’,” said Priyadarshi Mahopatra, managing director of Avaya India and Saarc.

Most of the solutions that will be used to digitally-enable R-Com’s call centre operations will be developed at Avaya’s India research and development lab, R-Com said in a statement.

At 1.15 pm, shares of Reliance Communications were down 0.97% at Rs.71.70 apiece, while the benchmark Sensex was down 0.17% at 28,802.49 points.

Reliance Communications (RCOM)