IDEA, IBM agree on IVR Self Service

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IDEA, IBM agree on IVR Self Service

IDEA & IBM extend their relationship with an agreement on Interactive Voice Response (IVR) Self Service. 10 year contract for Rs 220cr (USD 53mn) for first of its kind IVR transformation project

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IDEA Cellular Ltd . (IDEA), a leading GSM mobile services provider and an Aditya Birla Group company, and International Business Machines (NYSE:IBM) today announced a ten year contract to deploy, integrate, innovate and transform IDEA's IVR self service infrastructure and processes. The agreement is designed on an innovative risk - reward model based on a price per minute.

The ten year contract, signed in June 2007, is valued at Rs 220 crores (USD 53 Million). This deal is in addition to the ten year IT outsourcing agreement between IDEA and IBM, valued at more than Rs.2500 crores (US$ 600 million to US$ 800 million) signed earlier this year.

This is the first of its kind end-to-end IVR Self Service transformation project in the Indian telecom industry. Through integrating IVR self service with IDEA's business support and IT systems, leveraging a common process and operations, IBM will enable IDEA to deliver an enhanced customer contact experience to its subscribers.

The partnership will enable IDEA to:

• enhance Service Delivery Quality for IDEA subscribers via a new channel for customer contact that will provide accurate product and billing information and a strong brand experience
• deploy State of the Art IP based customer contact system for Voice Response across Indian states
• accelerate the launch of new services and plans for end users
• encourage more self serviced calls thereby reducing calls to customer specialists and hence reducing the overall call center costs. 

Under the contract, IBM will transform IDEA's customer contact channels through the addition of an IP based IVR system for end user self service. IBM will provide consultancy for IVR optimisation, operate and manage the systems and provide continuous improvements for IDEA subscribers self service experience.

Announcing the agreement, Mr. Sanjeev Aga, Managing Director, IDEA Cellular Ltd said, "IDEA is focused on delighting customers and providing a strong brand experience. Our latest agreement with IBM will set a new standard in Service Delivery Quality and Customer Contact. We will harness IBM's knowledge and experience in the areas of contact center and voice response, to achieve our objective of having the most advanced infrastructure and processes to support IDEA's business."

Mr. Vivek Gupta, Director, Communication Sector, IBM India/SA said, "This agreement further strengthens our relationship with IDEA. At IBM we strive to bring to our clients innovative and world class solutions that will set examples for the industry. Interactive Voice Response is a first of its kind project and will make IDEA's contact centre management resilient, scalable and cost effective. We are delighted to extend our partnership with IDEA and the Aditya Birla Group, in this high focus area of customer contact."  

Sourced From: Vox Public Relations