Mphasis bags 5-year CRM deal from Punjab National Bank

IT services provider Mphasis has signed a 5-year contract with Punjab National Bank, to set up contact centres in Noida and Mangalore. As a part of the deal, Mphasis will offer end-to-end customer relationship management (CRM) services that include inbound phone banking, outbound calling and complaints management.

The scope of the services includes support for all banking products and services such as deposits operations, core banking processes, lending services, internet banking and account & card related services.

Mphasis will implement a state-of-the-art Interactive Voice Response (IVR) system and a comprehensive CRM solution Advisor 360 which will cater to the bank’s customers, branches and fulfillment requirements across 13 regional circles in India.

Mphasis will provide services in multiple languages (English, Hindi, Malayalam, Kannada, Tamil and Telugu) through their strategically located centres in North and South.

“At Punjab National Bank, we recognise the crucial role played by technology in providing wider and easier access to banking services across our growing customer base. We are delighted to partner with Mphasis a leader in BPO services, to bring PNB Contact Centre Infrastructure in line with the best-in-class in the Indian market,” said K. R. Kamath, CMD, Punjab National Bank.