Tata Comm Wins Sistema Shyam TeleServices Deal

[sukishan]

Tata Communications has won a deal from Sistema Shyam TeleServices (SSTL), a pan India mobile license holder, to deploy its on-demand hosted contact centre (InstaCC) services for all SSTL circles across the country, allowing the telco to move from capex to opex model. 
Sistema Shyam TeleServices, a joint venture between Russia's Sistema and India's Shyam group, is currently undertaking a roll out plan of its mobile services under the 'MTS brand'.

Under the deal, Tata Communications would deploy InstaCC on a pay-per-use model for MTS, thereby freeing up resources and capital. Tata Communications has deployed all the critical hardware and software needed to run a call centre like IVR, ACD, dialer, recording, integration with third party business applications and CRM software, etc. while MTS would pay on actual usage basis, giving it the freedom to ramp up or ramp down based on the business environment.

In the first phase, Tata Communications would be managing infrastructure for 2000 seats across all their circles, of which 700 seats are already deployed across their South and East circles. Currently the Northern circle is getting deployed.

"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. We look forward to a service that is obsolescence proof, scalable and reliable in uptime. Tata Communications was best meeting our requirement of a reliable hosting solutions partner, offering a cost effective model," said Rajeev Batra, chief information officer, Sistema Shyam TeleServices.

"With InstaCC, we provide a very flexible contact centre environment which helps customers to have a very effective customer service strategy by standardising the customer experience across India. 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," said Alok Bardiya, vice president, managed services and marketing, Tata Communications.