success story

Major US-based bank implements Virtusa’s Contact Center Transformation to enhance customer experience

One of the largest credit unions in the U.S. was looking for a reliable and advanced customer service platform to keep up with the current times. Virtusa helped the bank become more efficient and robust, increase revenue, and improve customer experience.

The Challenge

The client was looking to replace its existing legacy application with a next-generation CRM system to overcome the:

  • Lack of workflow and processes in service requests (SRs) leading to operational inefficiencies
  • Lack of comprehensive customer profiles for agents
  • Non-enforceable service level agreements
  • Gaps in customer-telephony integration (CTI) leading to inefficiencies
  • Primitive urgency and prioritization features
  • High call times with agents required to work on multiple systems to take calls and handle customer cases
The Solution

Virtusa developed a robust and scalable application utilizing Pega Customer Service for financial services. We integrated the application with 15 different systems at more than 50 integration points through a cloud-based implementation and maximized the use of out-of-the-box capabilities for ongoing maintenance. The solution features include:

  • An embedded CTI interface with a customer portal for call handling efficiency


  • Automated process flows with system-driven data and exception validations
major US based financial services bank implements virtusa's contact center transformation
The Benefit

Virtusa’s Contact Center Transformation helped the client change its primitive and data-heavy applications to make way for AI-enabled, smart, cloud-based, and scalable solutions to increase the bank’s ROI. The client also experienced:

Enhanced reporting for work management, SLA tracking, and operator efficiencies

30% reduction in call transfers with improved first call resolution rates.

Vast simplification through intent driven SRs thus reducing SR type by >70%

 Low time to market with solution implemented and transition in ~6 months

~20% reduction in call handling time in first 4 weeks allowing our client to service more members without adding staff.

Experience Transformation

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