Digital Contact Centre Qorus-Infosys Finacle Banking Innovation Awards 2025

The Bank had a clear goal and objective while setting up the Contact Center. This can be described as, - Creating a Branch in the sky: To empower Contact Centre so that it can eliminate footfall of customers at its branches across the country. - Move from a cost center to a profit center: Enable sales and other activities which will generate revenue for the Bank, thus moving the contact centre from a cost center to a profit center - Ensuring superlative customer experience: This was to be achieved by enabling latest technology for all activities in the contact centre – outwards facing the customer and inwards improving the quality of service This work was done by a dedicated Contact Centre department of the Bank who owned the complete implementation and day to day working of the contact centre. The Bank team worked extensively with the technology partner, Tech Mahindra through workshops, on-site participation, and cross functional discussions.