Tata Telecom, a leading enterprise converged communications
solutions provider, today announced the launch of its
customer care centre (CCC) in Gurgaon. to bring international
standards of quality services to its customers. The CCC
three-tier approach. It serves as a service support hub
to offer real time online support, at the same time being
a technology resolution and a demo centre to showcase
end-to-end converged communications technologies.
customer experience and being accessible to them anytime
is the key objective of the center. To avail the service
of the Tata Telecom CCC, the users now simply need to
call, fax or e-mail.
at the inauguration, David F Simpson, vice president,
international services, Avaya Inc, said, "I am pleased
to open this hi-tech facility. It is a clear embodiment
of Tata Telecom and Avaya''s commitment to its customers
in India. We strongly believe that the essence of everything
we do, every day, is to build and sustain trusted customer
added,"The centre is a unique facility for the customers
to see how things work, before they commit to purchase.
This initiative not only helps our customers to observe
our world class technologies, but also help them to experience
our solutions real time, making the whole process very
the request is logged in CCC, the centre utilises a tier-level
system to resolve and track the issue till the time it
is completely resolved. Tier-I issues are maintained through
remote management system. Tier-II issues ensure a service
support engineer visits the customer premise for rectification.
Tier-III issues are high-level technology issues that
are managed by technology experts at in Gurgaon. Through
this the CCC aims to provide high quality support and
faster resolution rates while maintaining consistency
CCC is equipped with state-of-the-art, closed user group
IP technology-based on Avaya Solutions. Using various
components of our ECLIPS portfolio like the Avaya ''communication
manager'', IP hard & soft phones, Cajun ethernet switch,
media servers and media gateways, it demonstrates our
end-to-end converged communications capabilities.
Telecom''s offerings range from converged voice and data
networks to contact centre-customer relationship management
(CRM) solutions to unified messaging solutions, and customer
services. It is the dominant player in the contact centre
market. and has strategic alliances with systems integrators
such as IBM, HP, Netsol
and Servion. It is an equal joint venture between the
US-based Avaya Inc, a leading global provider of communications
solutions and services, and India''s Tata Group.