Nortel Networks has won a five-year deal from Bharti Airtel to provide call centre services for its mobile phone operations.
The deal, whose size has not been disclosed, allows Nortel to create a network operation centre and supply network design, integration, support and maintenance services for Bharti’s contact centre.
Curt Hopkins, vice-president – global services, Nortel, said the deal was significant and quite sizable. Nortel, which was already doing business with Bharti, had beat “the usual suspects” to clinch the deal, he said.
“It was a hard-fought campaign,” he said, adding, “but at the end of the day, what we did for them was to solve issues in carrying out their business, i.e. handling their customer base.”
Bharti has nearly 20 million subscribers. The telecom major added 1.05 million users in January and another 1.07 million in February.
A 24×7 “virtual storefront” voice portal based on Nortel’s interactive voice response solution will be the cornerstone of Bharti’s new contact centre operation.