MUMBAI: Telecom operator Reliance Communications (RCom) has tied up with communication solutions provider Avaya for technology overhaul of its business process outsourcing centers .
Media reports said that the deal “may mean an outflow of Rs 400-500 crore for RCom over three months, followed by about 15% of that to service it over the next three years.”
They also said that 500 people have been moved to the payrolls of Avaya as part of the process.
As per the agreement, Avaya will modernize tools, processes and best practices resulting in operational efficiencies by managing cost through consolidation.
It would implement and manage the new call center technology for the next five years. Avaya’s R&D lab develops a large number of the solutions that RCom is investing in.
More than 30 per cent of Avaya’s global research and development workforce is based out of India across Pune and Bangalore. Avaya will also invest in long-term training and support RCom’s technical team and its call center agents.
“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. We expect to reach these goals quickly and efficiently,” the reports said quoting Gurdeep Singh, chief executive officer, consumer business at Reliance Communications.
Nidal Abu-Ltaif, president at Avaya, said the current solution is from its 2,000-strong research centre in Bengaluru. “More than 80% of our R&D is in India”. Both companies said there would be no job losses as a result of the current BPO upgrade. Avaya will also invest in training and support of RCom’s technical team and its call center agents,” the company said in a statement.