Etisalat signs $150 Million outsourcing deal

By siliconindia   |   Tuesday, 20 October 2009, 21:43 IST   |    1 Comments
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Etisalat signs $150 Million outsourcing deal
New Delhi: Pacing up the telecom services in India, Etisalat DB Telecom has announced that it has entered into a five-year end-to-end outsourcing agreement with business process outsourcing (BPO) service providers - Tech Mahindra, Aegis and Conflux. The deal is valued at 750 crore ($150 million). Under the terms of the agreement, Tech Mahindra, Aegis and Conflux will set up contact centres to provide a host of customer management services including billing, collections, customer service and retention amongst others. The centres will be responsible for the complete management of back office processes. Also, the customers will have access to the contact center via email, chat and SMS besides inbound and outbound calls. While Tech Mahindra will be responsible for managing Etisalat DB's services in North and South India; West and Central India will be managed by Aegis. Conflux will be responsible for servicing customers in Bihar. The BPO's multi-site centers will provide both inbound and outbound services in the respective regional languages besides English and Hindi. Commenting on the association, Official Spokesperson, Etisalat DB said, "We are pleased to partner with Tech Mahindra, Aegis and Conflux who have the proven expertise in managing large customer support operations for telecom service providers such as Etisalat, both in India and internationally. We are confident that these associations will enable us to manage the full customer lifecycle and provide a higher level of customer management & experience of our services in India."