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Contact Center Modernization

Elevate your customer service experience by modernizing your cloud contact center with Amazon Connect

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  3. Contact Center Modernization
Banking and Financial Services Analytics,Insights and Data Artificial Intelligence (AI)

As neobanks gain market share based on their customer engagement approach, traditional banks need to evaluate how they can serve customers better. It is crucial to apply tech-based contact center modernization to ensure faster time-to-market and elevate customer experiences while optimizing costs.

Virtusa’s Contact Center Modernization solution combines human-centric design with cutting-edge tech from AWS to enable banks to create experiences that help retain and grow their customer base. The solution blends on-line and contact center support channels to offer a frictionless customer experience. The AI recommendation engine helps agents service their customers right the first time and help deliver a conversational experience.

A cloud-based solution that helps banks design journeys that elevate customers’ experiences.

By combining Amazon Connect’s capabilities with our deep analytics expertise, underpinned by human-centric experience design, we aim to provide the fastest route to creating engaging interactions for your customers. Independent of size, our CX design process follows a six-stage, human-centered process.  This evidence-based approach builds understanding and stakeholder advocacy.

Some of our leading banking clients leverage our solution to:

  • Rapidly launch new automated services for campaigns or crisis management with Virtusa’s pre-built library of components

  • Personalize the customer experience by dynamically connecting to a CSR or a BOT

  • Minimize upfront investment required to launch new contact center services
Virtusa Open Talent Platform Features
Transforming banking’s ‘moments that matter’
  • AI recommendation engine: Agents can have more effective conversations by personalizing the conversation to the customer, applying best practices, and benefiting from past conversations.

  • NLP and sentiment analysis: Better comprehend customer prompts and agent well-being by understanding their emotional state and stress levels.

  • Quick insight: An integrated conversation function in banking and PFC apps (via chat and phone call) will add value to customer interaction and facilitate better financial understanding and behavior.
Designing and delivering exceptional experiences

Virtusa blends analysis and design with a deep understanding of technology and industry processes to help banks explore better ways to engage with customers.

Using AWS core components and bespoke proprietary tools, tech and talent, we deliver new cloud native solutions within days not months. Contact center modernization helps enrich your customer’s journey across:

  • Loan application (personal and business)
  • Peer-to-peer money transfer
  • Change of address
  • Lost credit card management
  •  Urgent check/transaction cancellation
  • Banking app adoption coaching
  • Loan refinancing application
  • AI conversational CSR prompts
  • CSR well-being monitoring.
  • Proactive rewards

Why choose Virtusa?

Simple gateway projects

Instantly launch new, automated services for campaigns or crisis management using pre-built components.

Fast design to production cycles

Accelerate product development with the help of our cloud-native experts. We ensure that you build the right product/service targeted to your customers

Launch cloud native contact centers

Transform your contact center into a cloud solution and benefit from scalability, efficiency savings and easy new tech adoption.

Optimize costs

Minimize the upfront investment needed to launch new contact center services

Automate and humanize

Create new interactions that dynamically define whether bots or CSRs provide the best experience for customers and free up agents for issues that need a human touch.

Outcome focused

All projects are underpinned by commercial and experience business cases. They are evaluated against three criteria:

  • Desirability (experience)
  • Viability (easy run)
  • Feasibility (easy build)

Request a demo

Request a demo by filling the form below.

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Related content
  • Services

    Consulting & Design

    • User Experience & Interface Design
    • Business Consulting
    • IT Strategy & Infrastructure
    • Accelerated Solution Design
    • Operational Process Design
    • Org Change Management

    Digital Engineering

    • AI & Machine Learning
    • Analytics, Insights, Data
    • Application Platform Engineering
    • Content & Customer Experience
    • Digital Process Automation
    • Enterprise Applications
    • Industrial IoT
    • xLabs: Innovation Hub

    Cloud Transformation

    • Cloud Native Engineering
    • Cloud Migration Services
    • Cloud Operate
    • Cloud SaaS
    • Cloud Data & Analytics
    • Cloud Security

    Managed Services

    • Application Support & Management
    • Infrastructure Management Services
    • Intelligent Engineering Automation
    • Knowledge Process Outsourcing
  • Industries

    • Banking & Financial Services
    • Communications
    • Healthcare
    • Life Sciences
    • Information Services
    • Insurance
    • Independent Software Vendors
    • Manufacturing
    • Media & Entertainment
    • Transportation & Logistics
    • Travel & Hospitality

    Virtusa named as a visionary in the 2020 Gartner Magic Quadrant

    for IT Services for Communication Service Providers, Worldwide

    Learn More
  • About us

    Who we are

    • About Virtusa
    • Leadership
    • Corporate citizenship
    • Awards
    • Investor information

    Office Locations

    • Americas
    • APAC
    • EMEA

    Our Approach

    • Digital Transformation Studio
    • Transformation Accelerators

    Our Partnerships

    • Adobe
    • AWS
    • Azure
    • Google
    • Pega
    • Salesforce
    • View all partners

    Newsroom

    • Press releases
    • Events
    • Media coverage
    • Video hub

    Our Perspectives

    • Articles
    • Tech Talks
    • White papers
    • Webinars
    • More perspectives

    Virtusa named leader in Pega Services

    PEAK Matrix® Assessment 2021 by Everest Group

    Read report
  • Careers
  • Contact us Contact us
  • Popular Searches
    • What are your healthcare solutions?
    • COVID response
    • Success Stories
    • Where are your office locations?
    • Careers

    Useful links

    • Contact us
    • Careers
    • Investors
    • News & Events

    Crisis Management Services

    The services and expertise you need,now more than ever.

    Learn More
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