ETISALAT DB TELECOM ANNOUNCES OUTSOURCING AGREEMENTS WITH LEADING BPO’s

~ Agreements with TECH MAHINDRA, AEGIS & CONFLUX valued at over Rs. 750 Crores ~

~ For the first time in the telecom sector, customers will have access to the BPO via email, chat & SMS~

DELHI, October 20, 2009: Accelerating its forthcoming roll-out of telecom services in India, Etisalat DB Telecom today announced an end-to-end outsourcing agreement with leading BPO service providers namely Tech Mahindra, Aegis & Conflux. Valued at over Rs. 750 crores (USD 150 million), the agreements will cover a period of over 5 years.

Under the terms of the agreements, Tech Mahindra, Aegis & Conflux will set up state-of-the-art contact centres to provide a host of customer management services including billing, collections, customer service and retention amongst others. The centres will also be responsible for the complete management of back office processes.

The BPO’s safeguards will ensure seamless service and business continuity for Etisalat DB with all centres being linked to each other, thereby presenting the company with a single window to provide superior experience to customers. For the first time in the telecom sector, customers will also have access to the contact center via email, chat and sms besides inbound and outbound calls.

While Tech Mahindra will be responsible for managing Etisalat DB’s services in North & South India; West and Central India will be managed by Aegis. Conflux will be responsible for servicing customers in Bihar. The BPO’s multi-site centers will provide both inbound and outbound services in the respective regional languages besides English and Hindi.

Commenting on the association, Official Spokesperson, Etisalat DB said, “We are pleased to partner with Tech Mahindra, Aegis & Conflux who have the proven expertise in managing large customer support operations for telecom service providers such as Etisalat, both in India and internationally. Their superior customer-facing processes will reflect the strong customer service ethos of Etisalat. We are confident that these associations will enable us to manage the full customer lifecycle and provide a higher level of customer management & experience of our services in India.”

With operations across in Asia, Middle East and Africa, Etisalat has built state-of-the-art telecom infrastructure and taken a leadership position of innovation and reliability among regional and international operators. Today, Etisalat offers fixed line services over the Next Generation Network and enables mobile users with a range of services and applications such as GPRS, 3G, 3.5G, 3.75G, BlackBerry, iPhone, MobileCam and others. Internet users too experience value-additions such as free anti-spam and anti-virus programmes, expanded mailboxes, upgrades of broadband connection speeds and other benefits.

In UAE, Etisalat GSM coverage has reached 100% and 3G coverage reached 99% of the populated areas. Offerings include ‘triple play’ service that includes high speed internet, TV and fixed lines through fiber optic. In addition to voice and data networks Etisalat also offers E-Vision cable TV networks. Etisalat has recently completed the nationwide upgrade of its 3G mobile network to enable mobile broadband download speeds of up to 14.4 Megabits per second (Mbps) across the UAE and other benefits. Globally, Etisalat has roaming deals with 520 operators.

About Etisalat DB Telecom Pvt. Ltd

Etisalat is today recognized as one of the largest telecommunications company in the world and also the largest operator in the Middle East with operations in 17 countries across Asia, the Middle East and Africa, servicing over 85 million customers. The company has built up state-of-the-art telecom infrastructure and taken a leadership position of innovation and reliability among regional and international operators. Etisalat has been ranked 140th among the Financial Times Top 500 Corporations in the world in terms of market capitalization. The corporation is the largest contributor outside the oil sector for development programs of the UAE Federal Government, and is an award-winning socially responsible corporation. In 2008 Etisalat reported annual Net Revenues of USD 7.12 billion (approx. Rs. 35,000 crores) and Net Profits of USD 2.36 billion (approx. Rs. 11300 crores).

Etisalat DB Telecom Pvt. Ltd. is a joint venture between Etisalat and Dynamix Balwas Group. Etisalat DB and its subsidiary has the Unified Services Access License in 15 circles including Andhra Pradesh, Delhi, Gujarat, Haryana, Karnataka, Kerala, Maharashtra, Mumbai, Punjab, Rajasthan, Tamil Nadu (including Chennai), Uttar Pradesh (East), Uttar Pradesh (West), Madhya Pradesh and Bihar. These licenses enable the Company to provide a full spectrum of telecom services covering a population of over 900 million across these circles. Under the license the Company can also provide Internet Telephony, Internet Services and Broadband Services. The company is headquartered in Mumbai.

Etisalat DB’s services will include national & international long distance telephony solutions, full range of prepaid & postpaid products, national & international roaming and Value Added Services.