Bharti Airtel Limited has signed a five year partnership with Avaya Communications Outsourcing Solutions, a partnership that will see Airtels’ customer care experience extended from traditional voice based to video and social media interactions, transforming Airtel’s customer service experience.

Services to be introduced from this partnership include completely customized application support, billing reporting and service level agreement with remediation.

Mr Abou-Ltaif, Avaya’s Vice President, said that the partnership is also expected to create employment opportunities as the new customer centre targets youth and fresh graduates.

Mr Jayant Khosla, CEO, Anglophone at Bharti Airtel said the deal will enable the company speak to 28,000 customers at the same time thus improving on feedback time.

Avaya has also announced plans to establish a new office in Nairobi to manage business in Kenya and surrounding markets.