Mumbai: 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 has a 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.

Enhancing 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.

Speakinjg 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 relationships."

Simpson 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 comprehensive".

Once 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 of services.

The 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.

Tata 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.