RCOM Partners with Avaya to transform its Call Center operations


Reliance Communications, India’s fully-integrated telecommunications service provider, has entered into a multi-year, multi-million dollar mega-agreement with Avaya Inc., a global 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, 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 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.”

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.”