IBM backs Airtel to enhance customer service

IBM backs Airtel to enhance customer service

The partnership is expected to help Airtel consolidate its service delivery to its Platinum customers across its business units of mobile, telemedia services and enterprise services

Wednesday, October 15, 2008

BANGALORE,INDIA: Bharti Airtel today announced a strategic outsourcing agreement with IBM, an IT service provider to further enhance its customer service experience for its top end Platinum customers through process and technology innovation.

The six year Q3 contract for outsourcing contact services to IBM’s managed business process services (MBPS) unit would involve augmentation of Airtel’s sales, customer service, and back office capabilities, said a press release.

It stated that the partnership is also expected to help Airtel consolidate its service delivery to its Platinum customers across its business units of mobile, telemedia services (fixed line and broadband) and enterprise services.

IBM Daksh Business Process Services, a wholly owned subsidiary of IBM Corporation, would provide a suite of services covering both voice and back office in areas such as customer service, collections, customer retention and the like to Airtel Platinum customers from its centers.

"We are highly focused on our customers and continue to innovate and invest in enhancing their experience. In this direction we have taken another step by moving to a ‘One Airtel’ outsourcing arrangement which is oriented towards our business outcomes and customer delight than on effort,” said Dr. Jai Menon, director, Technology and Customer Service, Bharti Airtel.

“Our keen focus coupled with IBM Daksh's extensive knowledge and expertise in this domain of servicing high-end customers would surely help us to further enhance the experience of our platinum customers,” he added.

He added that the partnership would help them concentrate on our endeavor to create and provide highly innovative and customized products and services for the platinum customers.

Pavan Vaish, chief executive officer, IBM Daksh, said, "IBM will utilize its rich industry knowledge and leverage its innovation capabilities to help Bharti Airtel offer enhanced service delivery to its Platinum customers thus increasing their satisfaction levels in today’s highly challenging telecom market.”

“We look forward to offering our process transformation knowledge to help Airtel get better operational flexibility, productivity and increased customer satisfaction of these high-end customers,” he added.

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