Yes Bank : Phone Banking Service

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.