Customer support applications in 16 African countries
Under the agreement, IBM will deploy and manage the information technology (IT) infrastructure and applications to support Airtel in providing affordable and innovative mobile services throughout Africa.
IBM will consolidate and transform the 16 different IT environments across Airtel’s African operations into an integrated IT system, and will oversee the management of all applications, data centre operations, servers, storage and desktop services.
IBM will also deploy technologies, processes and practices to enable Airtel to offer superior customer experience.
IBM will provide customer support applications including: customer relationship management, billing, and self-service to empower customers and assist Airtel in delivering 2G and 3G mobile services.
Airtel CEO (International) and joint managing director Manoj Kohli said their relationship with IBM is catalytic in its delivery of information and communication technology offerings across Africa.
"The deployment of technology will provide a positive multiplier effect to our customers, employees and business partners through applications that deliver enhanced services, data and processes in real time," Kohli said.
IBM growth markets general manager Bruno Di Leo said with more than half a billion mobile subscriptions and significant annual growth, Africa represents 10% of the global market.
"The demand for new services – such as mobile internet access – spurs the need for a developed network of telecommunications connectivity and IBM is helping airtel tap this growth by accelerating the rollout of an enhanced consumer experience across the continent," Leo said.