Bharti Airtel, Nortel ink CTC pact

NEW DELHI: Telecom service provider Bharti Airtel and communications solutions provider Nortel today signed an agreement, under which the latter would continue to provide its contact centre technology (CCT) solution.

The deal is a two-year extension of the initial contract, which was signed in March 2006, Bharti Airtel and Nortel said in a joint statement.

Airtel benefits from a unique 'per call' pricing that ties CCT costs to customer growth and the level of service Nortel delivers, in effect, pays for performance, Bharti Airtel Technology and Customer Service Director Jai Meaning said.

Higher the calls that Nortels CCT service handles quickly and professionally, more satisfied are Airtel's subscribers, hence attracting newer subscribers. Nortels CCT solution for Bharti Airtel features interactive voice and video response capabilities, which provides 24x7 virtual storefront.

Through this, customers can complete routine transactions and subscribe to new services through an auto attendant, who interacts in English, Hindi and four other regional languages. More than 70 per cent of Airtel's customer requests are handled through this virtual storefront, it added.