by June 1, 2009 0 comments



Yes Bank did not have a contact center prior to this and so the idea was to
implement the solution in quick time. Further challenge was to build this
contact center on ROI framework that included reduction of services from
branches, centralized outbound voice marketing, and centralized customer
grievance and resolution unit. Factors that were key to architecture of this
project included increase of mobile phone usage and communication via e-mail,
chat, and voice response by the customers, therefore single platform was
required that could handle all of them.

In view of these requirements, a comprehensive Contact Center solution which
was a combination of Cisco Unified Contact Center Enterprise (Unified CCE) and
KnoahSoft voice logger was deployed. The Unified CCE was implemented at Yes
Bank’s Data Center at Mumbai and the voice logger at the agent site in Gurgaon.

The Cisco Unified Contact Center Enterprise facilitated intelligent call
routing, network to desktop Computer Telephony Integration and chat with Contact
Center agents over an IP network. One of the unique feature of this project is
implementation of first of its kind speech on IVR system which enables mobile
phone users to access bank anytime, anywhere, without punching numbers on
his/her phone. One worth mentioning point of this project is voicing of
information in Hindi and English ensuring wider reach and increased call volume
from 500 to 5000 which in turn proves customer convenience.

Project Specs
  • Deployment Location: Gurgaon
    Umesh Jain,
    President CIO
    Projet Head
  • Team Size: 6
  • Tech Used:VR Cisco IP-IVR 4.5 CTI Cisco IPCC Enterprise Release
    7.1 with Cisco Toolkit Desktop, Voice logger KnoahSoft, Contact Center
    Edition 1.5.2, E‐mail & chat channel Cisco Multichannel, Host Flexcube,
    eFunds, Database Server MS SQL Database
  • Expected life: Forever
Implementation Partner
Servion Global Solutions,
Chennai

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