RCOM, Avaya Announce Agreement for Tech-Upgrade of Customer Care Operations

05 Feb 2015
RCOM to Invest in Multi-Media Digital Technology Platform
  • Agreement with Avaya to enhance customer experience & long-term loyalty
  • Tech-transformation alliance to create customer engagement environment
New Delhi - Reliance Communications, India’s fully-integrated telecommunications service provider, today entered into a multi-year, multi-million dollar mega-agreement with Avaya Inc., the leading provider of customer and team engagement solutions, to transform its Call Center operations. With more than 110 million customers, Reliance Communications is one of India’s largest telecom service providers.

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.
A large number of the solutions that RCOM is investing in are born in Avaya’s R&D lab in India, the largest in the world for the global solutions provider, making this project a flagship move towards supporting the ‘Make in India’ national campaign of the Indian Government. Under the terms of this deal, Avaya will invest in long-term training and support of RCOM’s technical team and its Call Center agents, protecting the company’s workforce, upgrading its skills and transforming its Call Center operations into a strategic asset for growth.

Commenting on the innovative alliance with Avaya, Mr 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.”

“Mobility is at the heart of India’s Digital Inclusion program and a vision that we share with Reliance,” said Mr Nidal Abu-Ltaif, President, Avaya GGM. “We are proud to have been chosen by RCOM to transform its customer experience and even more proud that this transformation project is leveraging the mobile technology environment. Once again, Avaya is relevant to India’s future, more than ever. Our mobile engagement environments, tailored to the needs of India, are set to accelerate the country’s value-creation build up through effortless engagement between citizens and government, customers and businesses and citizens to citizens.”

Mr  Priyadarshi Mohapatra, 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.”

Tags: Avaya, Reliance Communications, managed services, customer experience, contact center

About Avaya
Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible premises-based and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Development Platform enables third parties to create and customize business applications for competitive advantage. Avaya’s fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services.  For more information please visit www.avaya.com.

About Reliance Communications
Reliance Communications Limited, founded by the late Shri Dhirubhai H Ambani (1932-2002), is the flagship company of the Reliance Group. The Reliance Group currently has a net worth in excess of Rs. 91,500 crore (US$ 15.3 billion), cash flows of Rs. 10,200 crore (US$ 1.7 billion), net profit of Rs. 4,700 crore (US$ 0.8 billion).

Reliance Communications is India's foremost and truly integrated telecommunications service provider. The Company has a customer base of over 110 million, including over 2.6 million individual overseas retail customers. Reliance Communications corporate clientele includes over 39,000 Indian and multinational corporations including small and medium enterprises and over 290 global, regional and domestic carriers.

Reliance Communications has established a pan-India, next generation, integrated (wireless and wireline), convergent (voice, data and video) digital network that is capable of supporting best-in-class services spanning the entire communications value chain, covering over 21,000 cities and towns and over 400,000 villages. Reliance Communications owns and operates the world's largest next generation IP enabled connectivity infrastructure, comprising over 280,000 kilometers of fiber optic cable systems in India, USA, Europe, the Middle-East and the Asia-Pacific region.

Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.
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Jeremiah Glodoveza

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