A Large Private Bank

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India’s second-largest private bank with 4500+ branches and headquartered in Mumbai. The bank provides a number of products and services which include wholesale banking services, retail banking services, Treasury.

Challenges

  • Shift call center on to a Complete OPEX model
  • Real-time Data tracking and monitoring campaigns across the business lifecycle
  • Integrated IVR solutions with the flexibility to dynamic changes
  • Distributed call center across multiple vendors
  • Security of data
  • Being reachable at all times as all vendors might reach out at the same time

Solution

  • Ozonetel deployed a Cloud Contact Center Solution
  • Smart IVR for standard inquiries in 17 regional languages

Result

  • Complete visibility across 18 locations and 4 zonal offices
  • Deployed solution up and running within 72 hours
  • Standardized customer service – General inquiries can be handled 24/7
  • No CAPEX investment
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