Reliance Communications (RCOM) has signed a five-year contract with the business communications and collaboration systems provider, Avaya for managing its call centre operations. As part of the deal, Avaya will upgrade and transform RCOM?s existing call centre operations to enable the service provider manage cost of its non-core activities. Further, it will modernise tools and processes used in RCOM?s customer care operations.
Avaya will also provide solutions and services including interactive voice response (IVR), workforce optimisation, payment gateway integration along with social media and analytics.
Meanwhile, as per the contract, about 500 employees of RCOM will be moved to the payrolls of Avaya.
