Kotak Mahindra, Cisco win Asian Banker Award

NEW DELHI, INDIA: Kotak Mahindra Bank Ltd. (KMB) and its IT partner Cisco, a provider of networking solutions, bagged the Asian Banker Award for best contact centre deployment in the APAC region in 2011.

The award was presented for outstanding deployment for providing next generation customer experience, and enhancing agent productivity to be able to serve customers better, said a press release.

The call centre implementation included amalgamation of all contact centres of the Kotak Group into a single virtualized, redundant and geographically separated centre.

It also included creating a rich Interactive Voice Response (IVR) to improve automation, back-end integration with the existing CRM to improve the customer experience and contact centre efficiency, the release added.

Cisco has deployed Cisco Unified Contact centre Enterprise, Automatic Call Distribution Software, Cisco Customer Voice Portal, Interactive Voice Response System, Cisco Contact centre Reporting Solution, Cisco Unified Communication Manager, and Cisco IP Telephones along with the CRM Integration products to meet KMB’s needs.

Shalini Mehta, executive VP, Kotak Mahindra said, “The integration of multiple contact centres has translated in better business benefits in the form of higher agent call productivity and CRM integration, providing a 360 degree view of customer interaction resulting in improved customer experience. We have been able to create a virtual National Call Centre through geographically spread across cities to be able to meet needs of Business Continuity Planning as well as better resource utilization.”

Over 50 financial institutions from 15 countries across the Asia Pacific, Gulf region and Central Asia were evaluated as part of Asian Banker’s Technology Implementation Awards Programme 2011.