Nortel wins $5 m order from Bharti

BANGALORE: Bharti Tele-Ventures has selected Nortel Networks solutions for a

nationwide customer care contact center for its AirTel wireless cellular

service. Nortel is reported to implement the total solution at approximately $5

million.






Nortel Networks call center solution for Bharti’s AirTel includes, Nortel
Networks Periphonics IVR (interactive voice response), Nortel Networks Meridian

1 ACD (automatic call distribution), Nortel Networks Symposium contact center

applications for skills-based routing and management reporting and Nortel

Networks Call Pilot for unified messaging.

This total solution will allow Bharti’s AirTel to monitor agent performance

and drive increased overall center productivity. In addition, the scalability of
the Nortel Networks solution will position AirTel to cost-effectively
incorporate future call center advances.

Advanced call centers, staffed by 40 to 100 agents, will serve each of the 15

cellular circles, including 8 new circles, for which Bharti Mobility has

recently acquired licenses.






"AirTel is growing and we recognize the importance of superior customer
service as a key differentiator in establishing and maintaining competitive

advantage," said, Bharti Tele-Ventures’ Mobility group president Anil

Nayar. "Nortel Networks call center solution will help us leverage

interactive voice processing capabilities to manage large volumes of incoming

calls in minimum waiting-time. It will also enable us to integrate telephony,

fax, Web and e-mail systems with desktop computers to empower agents with

critical customer information."