Banking

Indian banking industry has witnessed an unprecedented growth over the last 5 years. The industry has seen exponential customer acquisition in retail asset businesses. More and more products are getting added to the retail asset portfolio targeting specific customer segments. The state owned banks have the advantage of huge existing customer base along with good spread in Tier I, Tier II and Tier III locations. Private sector banks’ claim to fame has been their speed to market and ability to process transactions at low cost and high speed.

While both the sectors clearly have their own advantage, technology can play a greater role in helping these banks reduce cost, offer 24x7 customer service and centrally manage the entire spread of network across the country.

To achieve this, banks from the smallest to the largest including the best known names in the industry, rely on Avaya Intelligent Communications solutions. Within North America, 80 % of the largest banks, as ranked by Fortune magazine, use Avaya Solutions for their contact center.

Banks are taking advantage of communications to differentiate their brand on the basis of service and customer experience, enabling personnel - at the branch, at the contact center, at headquarter- to drive customer care, based on detailed knowledge of the customers’ profile. Banks are now using their communications applications and network infrastructure to:

Make highly-valued subject matter experts readily available to customers at remote branches and on other channels