Reliance communication India’s telecommunication service provider today announced it is working with Avaya to transform its call center operations.
The objective of the agreement is to provide an enhanced and consistent customer experience and customer life-time value.
Reliance communication did not share the financial details of the IT deal.
In addition to associating with Avaya, Reliance communication has earlier invested in Rev B services in 5 cities: Chennai, Bangalore, Mumbai, Pune and Hyderabad to better customer experience.
Avaya is also working with Google on contact center solution for businesses. The collaboration includes simplified and faster access to contact center technology for customer service agents.
According to the company website Avaya contact center solutions helps companies like Reliance to identify customer trends, streamline contact handling, uncover cumbersome processes, scale for growth and address training opportunities.
Gurpreet Singh, chief executive officer, Consumer Business, Reliance Communication, added: “ We want our customers to be able to reach us via any channel ( Social media, chat, video ) at any time, using any device and avail a consistent experience in any urban or rural location”.
According to the deal between Avaya and Reliance, Avaya will transform the existing call center operations into the advanced digitally enabled customer engagement call centers and will provide long term training and support to the Reliance technical team and call center agents.