Tata Communications to manage MTS call centers
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Tata Communications to manage MTS call centers
Bangalore: Tata Communications has won a contract to deploy its call center services for MTS (Mobile TeleSystems), the brand under which Sistema Shyam TeleServices (SSTL), a pan India mobile license holder has been rolling out its telecom services. Having a subscriber base of over 1.3 million across Tamil Nadu, Kerala, West Bengal, Rajasthan and Bihar, SSTL is a joint venture between Russia's Sistema and India's Shyam group. As part of the deal, Tata Communications will provide its on-demand hosted contact center (InstaCC) services for all SSTL circles across the country on a pay-per-use model for MTS. "MTS is on a fast trajectory of growth, and our contact center operations will grow at a rapid pace, inline with our expansion across 22 circles in India. Quality of service will be our key differentiator in a highly competitive telecom market. Tata Communications was best meeting our requirement of a reliable hosting solutions partner, offering a cost effective model," said Rajeev Batra, Chief Information Officer, SSTL. In the first phase, Tata Communications will manage infrastructure for 2000 seats across all their circles, of which 700 seats are already deployed across south and east circles. While Tata Communications has deployed all the critical hardware and software needed for its operations, like IVR (Interactive Voice Response), dialer, recording and CRM (Customer Relationship Management) software, MTS will pay only on actual usage basis. This service is an end-to-end IP (Internet Protocol) solution, which provides the benefits of virtualization for centrally managed multi-site contact centers. "With InstaCC, we provide a very flexible contact center environment which helps customers to have an effective customer service strategy by standardizing the customer experience across India. Besides cutting their capex, it also crunches their go-to-market time, as now they don't have to build the entire call center infrastructure before rolling out," said Alok Bardiya, Vice President, Managed Services and Marketing, Tata Communications.

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