Karur Vysya Bank's Contact Centre Goes Live With Aspect

Aspect Software, a provider of customer interaction management, workforce optimisation, and back-office solutions, has announced that Karur Vysya, a leading bank in India, has gone live with Aspect Unified IP 7.1 a comprehensive solution with multi-channel customer contact capabilities with the power of software.

Karur Vysya Bank will be the first bank in India to provide instant funds transfer facility to other bank accounts through IVRS channel using IMPS facility of NPCI. J. Natarajan, General Manager & Group Head IT & Operations, Karur Vysya Bank, said, “Karur Vysya Bank Ltd recently opened its state of the art Contact Centre at Chennai. The bank which believes in blending tradition with latest technology to serve its customers has another feather in its cap. It is one of the few banks amongst its peers to assist customers in six languages (English, Hindi, Tamil, Telugu, Kannada and Malayalam) through IVRS and Voice.”

The solution Aspect Unified IP 7.1 has multiple communication channels such as Voice, IVRS, Chat and Email. Contact Centre of the bank has both inbound and outbound capacity.

Account balance / transaction enquiry, Account / Debit Card related requests and financial transactions (with OTP) viz., stop payment instructions, funds transfer between Karur Vysya Bank Accounts and instant funds transfer to other bank accounts through IMPS are delivered through IVRS. Except the financial transactions all other requests and queries by customers are attended by the representatives of Contact Centre.

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Sanjay Gupta, Managing Director India, SAARC and Middle East, Aspect said, “Today it is become imperative for banks of any size to embrace change by giving their customers greater flexibility, choice and control, and by reconfiguring their technology models around customer needs. Karur is one of the fastest growing banks in India with huge expansion plans. With the Aspect Unified IP platform in place will not only support the bank with its aggressive expansion and growth plans but also deliver on the bank’s vision involved supporting multichannel demands of its ‘next-generation’ customers, with the expectation to continuously delight customers with a better service experience while interacting with the bank.”