Case Study: IndusInd Bank achieves unified contact centre transformation, improved customer experience and reduced TCO with Alvaria

India’s banking major leverages Aspect’s unified contact centre platform to facilitate its strategic business objectives

IndusInd Bank, a technology-driven private-sector bank with nationwide branches and ATMs, faced a need to modernize its ageing, siloed contact-centre landscape to support business continuity and growth. The bank required a robust disaster-recovery setup across Mumbai and Chennai, a “virtual branch” model to let agents work remotely in local languages, and a “Direct Connect” capability to identify callers by mobile number and route them to the best-skilled agent — goals its legacy multi-vendor ACD/IVR/CTI systems could not meet efficiently.

IndusInd deployed the Aspect Unified IP platform (including IVR, Blended Interaction, predictive dialler and analytics) and integrated it with Talisma CRM and Finacle core banking, enabling advanced data-driven routing (TPIN authentication), a single national customer number, multilingual support, consolidated reporting and built-in DR. The result was a unified, easily manageable contact centre that improved customer experience, enabled abandoned-call recovery, streamlined reporting, raised agent productivity, and delivered expected cost reductions and a lower total cost of ownership.

IndusInd Bank

Mridul Sharma

EVP & Head of Solution Delivery