Case Study: a card payment-service pioneer achieves direct customer access and stronger upsell opportunities with Wipro's multichannel contact center solution

Wipro helps a card payment-service-pioneer, eliminate intermediaries and thereby opening a direct line of sight and service to their customers

Wipro partnered with a card payment-service-pioneer who was facing challenges due to its reliance on third-party contact centers. This setup limited the client's control over customer data, delayed service, and restricted opportunities for upselling and cross-selling. The company sought to eliminate these intermediaries to open a direct line of service to its customers and consolidate its multi-channel operations.

The solution implemented by Wipro was the MAC 2.0 Call Center Solution, developed in partnership with Oracle. This integrated the client's contact center technologies, providing a direct connection to consumers and enhancing data access for real-time decisions. The results for the client included a significantly improved cardholder experience, streamlined operations, and an enhanced ability to market its services. A measurable impact was delivered revenues of $60 million on billing services, alongside handling an average of 275,000 calls per month.