Enterprise Solution Provider, Tata Communications today bagged a new contract from Sistema Shyam Teleservices’ (SSTL) MTS to manage the operator’s Contact Centers across all circles in India. The move will result in reduced capex for the new entrant apart from saving on go-to-market time.

Tata Communications will now deploy its hosted contact center solution, InstaCC on pay-per-use model for MTS.  Under the model, Tata Communications would offer all the critical hardware and software needed to run a call center like IVR, ACD, dialer, recording, integration with 3rd party business applications and CRM software, etc. while MTS would pay on actual usage basis.

Tata Communications says that this virtual set-up will enable MTS to scale up or grade down its Contact Center requirements as per the requirement. While 700 seats have already been deployed for MTS in South and East circles, Tata Comm is currently in the process of implementing the system for the Northern circles. In total, the infrastructure would support 2000 seats.

“MTS is on a fast trajectory of growth, and our contact center 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 Mr. Rajeev Batra, CIO, Sistema Shyam TeleServices.

“With InstaCC, we provide a very flexible contact center environment which helps customers to have a very effective customer service strategy by standardizing 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 center infrastructure before rolling out,” said Alok Bardiya, Vice President, Managed Services & Marketing, Tata Communications.