Avaya wins multimillion dollar agreement with RCOM

Reliance Communications has signed a multi-year, multimillion dollar mega-agreement with Avaya to transform its Call Center operations

Gurdeep 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.”

Priyadarshi Mahopatra, Avaya MD, India and SAARC, said, “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’. Avaya is proud of this partnership and shared vision, and we are committed to its success.”

Under the terms of the deal, Avaya will transform Reliance Communications’ existing Call Center operations to the most advanced digitally-enabled customer engagement call centers in the country. The objective is to provide an enhanced and consistent customer experience across all their 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.