BWI: Etisalat DB Opens Second Customer Contact Center

Press release from Business Wire India
Source: Etisalat
Thursday, December 23, 2010 03:00 PM IST (09:30 AM GMT)
Editors: General: Consumer interest; Business: Advertising, PR & marketing, Business services, Information technology, Telecommunications; Technology
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Etisalat DB Opens Second Customer Contact Center
Reaffirms its commitment to provide world-class customer experience; State-of the-art contact centres to offer distinctive features for its customers

New Delhi, Delhi, India, Thursday, December 23, 2010 -- (Business Wire India) -- Cheers Mobile Services, the GSM service from Etisalat DB Telecom Pvt. Limited (Etisalat DB), a joint venture between UAE'S largest telecom group, Etisalat and the Dynamix Balwas Group, today inaugurated its second customer contact centre in Noida, India. The company has an end-to-end outsourcing partnership with Tech Mahindra, the leading provider of solutions and services to the telecommunications industry.

With the launch of its second contact centre, Etisalat DB has reinforced its commitment to provide superior customer management services and establish itself as a leading telecom player in one of the world's fastest growing mobile markets.

While Tech Mahindra will be responsible for managing Etisalat DB's services in North & South India; West and Central India will be managed by Aegis. The BPO's multi-site centers will provide inbound, outbound and back-office services in the respective regional languages besides English and Hindi.

Enabled by state-of-the-art technology, the contact centre operations will offer distinctive features like 'automated call-back' in case the customer's call gets terminated; 'schedule a call-back' which allows customers to schedule calls from the contact centre as per their convenience. The BPO's safeguards will ensure seamless service and business continuity for Etisalat DB with all centres being linked to each other, thereby presenting the company with a single window to provide superior experience to customers.

Commenting on the occasion, Official Spokesperson, Etisalat DB said, "We are pleased to announce the opening of our second customer contact centre in India. These state-of- the-art contact centres align with our long-term commitment in India and are in line with our global strategy of, customer focus, innovation and market leadership. Our outsourcing partner Tech Mahindra has demonstrated capability and expertise in managing extensive customer-support operations for large telecom service providers, in India and globally. Tech Mahindra's superior customer-facing processes will reflect the strong customer service ethos of Etisalat."

Mr. Sujit Baksi, President - Corporate Affairs & BPO, Tech Mahindra, said, "We are excited about further strengthening our relationship with Etisalat DB as they have innovative plans to address the mobile telephony market in India. With robust BPO capabilities, Tech Mahindra has a proven track record of delivering world class seamless customer experience leading to increased customer stickiness and growth. Our association with Etisalat DB will further strengthen our leadership position in the telecom software and solutions ecosystem."

With an initial investment of USD 900 million, in India, Etisalat DB has built a strong telecommunication network in the Indian market. Backed by global and domestic financial institutions, the company, in the last 18 months has entered into long term strategic relationships with the leading names in the Telecom sector for its IT Outsourcing, Telecom Equipments and Network Infrastructure. Over 2000 proficient employees of Etisalat DB have been engaged to established widespread retail distribution network across the country to be a part of and value add to the Indian Telecom growth story.

About Etisalat DB

Etisalat DB Telecom Pvt. Ltd. has the Unified Services Access License in 15 circles. The company launched its services across its circles under the brand name, "Cheers". These licenses enable the Company to provide a full spectrum of telecom services covering a population of over 900 million across these circles. Under the license the Company can also provide Internet Telephony, Internet Services and Broadband Services. The company is headquartered in Mumbai. Etisalat DB's services will include national & international long distance telephony solutions, full range of prepaid & postpaid products, national & international roaming and Value Added Services.

About Etisalat:

Etisalat is the Middle East's largest operator and third largest corporation. With a market value in excess of Dhs. 80 billion (US$20 billion) and annual revenues of approximately Dhs. 30 billion (US$8 billion) Etisalat is today on the verge of being numbered amongst the top ten operators in the world. Etisalat, a true multinational powerhouse with operations in eighteen countries across the Middle East, Africa and Asia. Etisalat's terrestrial GSM network now covers a population of two billion and its satellite network provides services over two thirds of the planet's surface. Etisalat's Dhs. 36 billion international acquisition programme began in earnest in 2004 by winning the second mobile license in Saudi Arabia. Since then the company has witnessed rapid expansion positioning Etisalat as one of the world's fastest growing operators with its mobile subscriber numbers rocketing 2,500% from 4 million in 2004 to 107 million in 2010. It is one of the telecommunication industry's innovation pacesetters powering its home country, the UAE, into the top ten nations list by providing the latest technologies first. It is a pioneer in next-generation networks for both fixed-line and wireless networks and is in the process of deploying a nationwide fiber-optic network that includes enough cable to stretch to the moon and back two and a half times. In 2009, Etisalat reported annual Net Revenues of Dhs. 30.8 billion (US$ 8.4billion) and Net Profits of Dhs. 8.8 billion (US$ 2.4 billion) ranking Etisalat as the eighteenth most profitable telecoms group in the world. For the first nine months of 2010 Etisalat has achieved healthy Net Revenues of Dhs. 19.1bn (US$ 5.2 billion) and Net Profits of Dhs. 7.3bn (US$ 1.9bn). As a result, Etisalat has been named 'Best Overall Operator' in the Middle East ten times since 2006 and was named Best International Carrier at the World Communications Awards in 2008. It has also won numerous accolades for its innovative marketing being awarded for having the 'Best Brand', 'Best Customer Service' and 'Best CSR Programme'. Etisalat's management team is also well-celebrated with its Chairman, Mohammed Omran, receiving the top accolades in 2010 at both the International Business Awards and the World Communications Awards.

About Tech Mahindra:

Tech Mahindra is a leading provider of solutions and services to the telecommunications industry, majority stake owned by Mahindra & Mahindra Limited, in partnership with British Telecommunications plc. With total revenues of INR 4625.4 crore in the year ended March 31, 2010, Tech Mahindra serves telecom service providers, telecom equipment manufacturers, and software vendors. Tech Mahindra enables clients to maximize return on IT investment by providing solutions which help the clients achieve shorter time-to-market, reduced total cost of ownership, and high customer satisfaction. Tech Mahindra achieves this through its domain and process expertise, distinctive IT skills, research and development, and proven innovative delivery models. Assessed at SEI-CMMi Level 5, Tech Mahindra's development centres are ISO 9001:2000 & BS7799 certified and the company has principal offices in the UK, United States, Germany, UAE, Egypt, Singapore, India, Thailand, Taiwan, Malaysia, Philippines, Canada, and Australia.


CONTACT DETAILS
Sashee, Tarmac Affairs, +91 9311019494, sashee@tarmacaffairs.com

KEYWORDS
CONSUMER, MARKETING, BUSINESS SERVICES, IT, TELECOMMUNICATIONS, TECHNOLOGY

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