Tata Communications on Tuesday announced that it has bagged a contract from Sistema Shyam TeleServices (SSTL) for deploying SSTL?s call centre services across the country. This initiative will allow SSTL to move its call centre related cost from a capex to opex model. Sistema Shyam TeleServices, a joint venture between Russia?s Sistema and India?s Shyam group, is currently undertaking an aggressive roll out plan of its mobile services under the MTS brand and is serving a fast growing subscriber base of over 1.3, a million are across Tamil Nadu, Kerala, Rajasthan, Kolkata, West Bengal and Bihar.
As per the deal, Tata Communications would deploy its state-of-the-art ?hosted contact centre solution? InstaCC on a pay-per-use model for MTS, thereby freeing up resources and capital for SSTL, which is crucial for the company at this stage of its ambitious growth plans. Tata Communications has deployed all the critical hardware and software needed to run a call centre like, interactive voice response (IVR), automated call distribution (ACD), dialer, recording, integration with 3rd party business applications and CRM software, etc. MTS would pay on actual usage basis, giving it the freedom to ramp up or ramp down based on the business environment.
Says Alok Bardiya, vice president, managed services and marketing at Tata Communications, ?With InstaCC, we provide a very flexible contact centre environment which helps customers to have a very effective customer service strategy by standardizing the customer experience across India?. He further added that besides cutting their capex, it also crunches their go-to-market time, as now they don?t have to build the entire call centre infrastructure before rolling out.
However, Rajeev Batra, CIO, SSTL adds, ?MTS is on a fast trajectory of growth, and our contact centre 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.?