Singtel-owned Optus has signed a deal with global customer service desk 7, which will provide Optus customers live support, seven days a week, via a click-to-chat app.
Optus uses the 7 Assist support chat platform for laptops and desktop PCs [pdf].
This service, according to 7, utilises "big data analytics" to predict a customer's issue and provide "real-time decision support making abilities".
Optus has now contracted 7 to provide a mobile app variant of 7's Assist chat platform.
Optus managing director of consumer sales Rohan Ganeson said in a news release that he believes it will help the telco increase customer satisfaction and deliver "innovative technology for customer service".
7 services customers via delivery centres based in Bangalore and Hyderabad in India, as well as in Guatemala City in Guatemala, Central America.
Its Australian presence is limited to a sales office in Sydney.
Optus has not responded to a request made 24 hours ago by iTnews as to whether, on that basis, 7 is geared up to provide any support from Australian call centres.
Update 23/7/2014: A spokesperson for Optus claims the information in the original media statement was incorrect.
The deal is an upgrade to Optus’ existing mobile app and provides so-called "smart chat capability" such that allows Optus representatives can send information to customers’ phones, while they are on a phone call.
The spokesperson stressed that there will be no job losses at Optus Australia as part of the deal, and the service will be delivered locally.