IDEA Cellular and IBM Extend Relationship to Include Interactive Voice Response

IDEA Cellular and IBM Extend Relationship to Include Interactive Voice Response

IDEA Cellular Ltd. (IDEA), a leading India-based GSM mobile services provider and an Aditya Birla Group company, and IBM (NYSE: IBM) today announced a ten-year, $53 million contract to deploy, integrate, innovate and transform IDEA’s interactive voice response (IVR) self-service infrastructure and processes. The consulting services agreement is designed on an innovative risk-and-reward model based on price per minute.

The agreement was signed in June 2007 and is in addition to the ten-year IT outsourcing agreement between IDEA and IBM, valued around $600 million to $800 million signed earlier this year.

This is the first of its kind end-to-end IVR self-service transformation project in the Indian telecom industry. IBM will enable IDEA to deliver an enhanced customer contact experience to its subscribers by integrating IVR self-service with IDEA’s business support and IT systems and leveraging a common process and operations.

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