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.

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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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