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PNB selects Mphasis to deploy CRM

Mphasis
has signed a 5 year contract with Punjab National Bank (PNB), to set
up contact centers in Noida and Mangalore. As a part of this
strategic deal, Mphasis will offer end-to-end Customer Relationship
Management (CRM) services that include Inbound Phone Banking,
Outbound Calling and Complaints Management. The scope of the services
includes support for all banking products and services such as

Mphasis
has signed a 5 year contract with Punjab National Bank (PNB), to set
up contact centers in Noida and Mangalore. As a part of this
strategic deal, Mphasis will offer end-to-end Customer Relationship
Management (CRM) services that include Inbound Phone Banking,
Outbound Calling and Complaints Management. The scope of the services
includes support for all banking products and services such as
deposits operations, core banking processes, lending services,
internet banking and account & card related services.

Under
this contract, Mphasis will implement a state-of-the-art Interactive
Voice Response (IVR) system and a comprehensive CRM solution Advisor
360 which will cater to the bank’s customers, branches and
fulfillment requirements across 13 regional circles in India.

Mphasis
a leader in BPO services and Customer Relationship Management has
implemented end-to-end Contact Centers for several leading banks in
India. Mphasis will provide services in multiple languages (English,
Hindi, Malayalam, Kannada, Tamil and Telugu) through their
strategically located centers in North and South. Through this
partnership, Mphasis will support Punjab National Bank in improving
the quality of its customer service and enable intelligent customer
engagement through optimal utilization of data.

With
heightened customer expectations and strong competition in the
marketplace it is imperative for banks to constantly redefine their
business models. Our innovative technology-enabled solutions and
comprehensive BPO services will help Punjab National Bank to realize
tangible outcomes from superior customer experience and engagement.
This win is a reflection of our commitment to transform our client’s
business.” said Elango R, chief human resources officer and head
emerging geographies business unit, Mphasis.

At
Punjab National Bank, we recognize the crucial role played by
technology in providing wider and easier access to banking services
across our growing customer base. We are delighted to partner with
Mphasis a leader in BPO services, to bring PNB Contact Centre
Infrastructure in line with the best-in-class in the Indian market.”
said K. R. Kamath, chairman & managing director, Punjab National
Bank.

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