NEW DELHI, INDIA: Bharti Airtel and Nortel extended managed services agreement, under which Nortel will continue to provide its contact centre technology (CCT) solution.

This is a two-year extension to the initial contract announced in March 2006. Bharti Airtel plans to extend the efficiencies achieved through this enhanced agreement to its customers, who will benefit from this service option by getting more power in their hands.

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.

Jai Menon, director, technology and customer service, Bharti Airtel, said: "We are continually redefining the way we leverage our partnerships to bring delight to our customers.”

Bharti Airtel benefits from unique ‘per call’ pricing that ties CCT costs to customer growth and the level of service Nortel delivers – in effect, pay for performance. The more calls Nortel’s CCT service handles quickly and professionally, the more satisfied Bharti Airtel subscribers become and the more new subscribers are attracted.

Nortel also provides Bharti Airtel with network design, planning, implementation, integration, support and maintenance from the Nortel Global Services portfolio, delivered from Nortel’s Network Operations Center in Gurgaon, India.