IT services vendor Mphasis today announced its 5 year deal with Punjab National Bank (PNB) to set up contact centers in Noida and Mangalore.
Mphasis will offer Customer Relationship Management (CRM) services including Inbound Phone Banking, Outbound Calling and Complaints Management.
PNB will benefit from support for all banking products and services such as deposits operations, core banking processes, lending services, internet banking and account & card related services, said Mphasis in a statement.
Mphasis will implement Interactive Voice Response (IVR) system and a CRM solution Advisor 360 which will cater to the bank’s customers, branches and fulfillment requirements across 13 regional circles in India.
The IT services provider will provide services in multiple languages such as English, Hindi, Malayalam, Kannada, Tamil and Telugu through their centers in North and South.
Punjab National Bank is expected to improve quality of its customer service and enable intelligent customer engagement through optimal utilization of data.
“Our technology-enabled solutions and comprehensive BPO services will help Punjab National Bank to realize tangible outcomes from superior customer experience and engagement,” said Elango R, chief human resources officer and head Emerging Geographies Business Unit, Mphasis.