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December 11, 2001
Bharti Selects Nortel Networks to Supply Nationwide Call Centre for AirTel Service
BANGALORE, India – Bharti Tele-Ventures (Bharti), one of India’s leading GSM service providers through its subsidiary, has selected solutions from Nortel Networks* [NYSE/TSE: NT] for a nationwide customer care contact centre for its AirTel wireless cellular service.
Advanced call centres, staffed by 40 to 100 agents, will serve each of 15 cellular circles, including eight new circles for which Bharti has recently acquired licences. Nortel Networks system integrator Network Solutions will implement the total solution, estimated to be worth approximately US$5 million. “AirTel is growing, and we recognize the importance of superior customer service as a key differentiator in establishing and maintaining competitive advantage,” said Anil Nayar, president, Mobility, Bharti Tele-Ventures Ltd. “Nortel Networks flexible, scalable call centre solution will help us leverage interactive voice processing capabilities to manage large volumes of incoming calls in minimum waiting time, as well as integrate telephony, fax, Web and e-mail systems with desktop computers to empower agents with critical customer information – all major factors in providing prompt, efficient and differentiating customer care.” “The Bharti call centre will rank among the most advanced customer care contact operations in the region, and significantly strengthen Nortel Networks leadership position in India’s call centre market,” said Joseph Samuel, managing director, Nortel Networks India. Nortel Networks has a leadership position in India’s call center market, with some of India’s leading call centre operators – including GE, iSEVA, Office Tiger and the Taj Hotel Group – using Nortel Networks call centre solutions. Nortel Networks call centre solution for Bharti’s AirTel includes: Nortel Networks Periphonics* IVR (interactive voice response); Nortel Networks Meridian* 1* ACD (automatic call distribution); Nortel Networks Symposium* contact centre applications for skills-based routing and management reporting; and Nortel Networks Call Pilot* for unified messaging. This total solution will allow Bharti’s AirTel to monitor agent performance and drive increased overall centre productivity. In addition, the scalability of the Nortel Networks solution will position AirTel to cost-effectively incorporate future call centre advances. AirTel, Bharti’s mobile service brand, has redefined India’s cellular business through continuous marketing and technology innovations, consistently setting new benchmarks for the nation’s mobile industry. AirTel has the unique distinction of being chosen India’s best cellular service four years in a row by receiving the “Techies” award from 1997 through 2000. Network Solutions (www.netsol.co.in) provides network and systems integration services, and software solutions, in the area of telecommunications and networking, EAI (enterprise application integration), Web applications, eCRM (customer relationship management) and eBusiness. Network Solutions has designed, deployed and managed some of the most demanding network infrastructures operating in India today. Nortel Networks is an industry leader and innovator focused on transforming how the world communicates and exchanges information. The company is supplying its service provider and enterprise customers with communications technology and infrastructure to enable value-added IP data, voice and multimedia services spanning Metro and Enterprise Networks, Wireless Networks and Optical Long Haul Networks. As a global company, Nortel Networks does business in more than 150 countries. More information about Nortel Networks can be found on the web at www.nortelnetworks.com. Certain information included in this press release is forward-looking and is subject to important risks and uncertainties. The results or events predicted in these statements may differ materially from actual results or events. Factors which could cause results or events to differ from current expectations include, among other things: the severity and duration of the industry adjustment; the sufficiency of our restructuring activities, including the potential for higher actual costs to be incurred in connection with restructuring actions compared to the estimated costs of such actions; fluctuations in operating results and general industry, economic and market conditions and growth rates; the ability to recruit and retain qualified employees; fluctuations in cash flow, the level of outstanding debt and debt ratings; the ability to make acquisitions and/or integrate the operations and technologies of acquired businesses in an effective manner; the impact of rapid technological and market change; the impact of price and product competition; international growth and global economic conditions, particularly in emerging markets and including interest rate and currency exchange rate fluctuations; the impact of rationalization in the telecommunications industry; the dependence on new product development; the uncertainties of the Internet; the impact of the credit risks of our customers and the impact of increased provision of customer financing and commitments; stock market volatility; the entrance into an increased number of supply, turnkey, and outsourcing contracts which contain delivery, installation, and performance provisions, which, if not met, could result in the payment of substantial penalties or liquidated damages; the ability to obtain timely, adequate and reasonably priced component parts from suppliers and internal manufacturing capacity; the future success of our strategic alliances; and the adverse resolution of litigation. For additional information with respect to certain of these and other factors, see the reports filed by Nortel Networks with the United States Securities and Exchange Commission. Unless otherwise required by applicable securities laws, Nortel Networks disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise. *Nortel Networks, the Nortel Networks logo, the Globemark, Periphonics, Meridian, Meridian 1, Symposium and Call Pilot are trademarks of Nortel Networks. Contact for Press and Analysts:Kshipra Kumar
Nortel Networks
91 80 559 2088
kshipra@nortel.com
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