Bharti picks 3 vendor partners

Bharti Airtel has selected IBM, Tech Mahindra and Spanco to manage its customer contact centres across 16 African countries, according to Business Line.

Under the agreement, Bharti Airtel will outsource core customer service functions such as call centres and back-office as it prepares for significant growth in the region. Bharti currently has over 40 million customers across its African operations and is targeting to achieve 100 million by 2013.

Manoj Kohli, CEO International and Joint Managing Director, Bharti Airtel, says, “Our partnership with IBM, Tech Mahindra and Spanco is aimed at redefining and providing a world-class and seamless customer experience in all 16 countries.”

FlexiGroup has been recognised for industry excellence and a leading customer-focused provider of vendor and retail point-of-sale finance and telecommunications services by dominating Australia's contact centre industry awards, reports San Francisco Chronicle.

FlexiGroup claimed three of the seven categories on offer in the 2010 ATA National Awards, the peak body representing more than 3 800 Australian contact centres.

Other finalists included some of the country's largest and best-known companies such as the Commonwealth Bank, IAG, American Express and Energex.

Aspect has revealed the general availability of Aspect Performance Management 7, comprising new capabilities that build on Aspect's comprehensive suite of Workforce optimisation solutions, states Contact Centres

The new release enables organisations to more effectively leverage information from the contact centre to gain a holistic, 360-degree view of their business operations and workforce to improve efficiency and performance.

Aspect Performance Management 7 helps businesses align their frontline personnel with the contact centre, while providing a structure for continuous process improvements.