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Re-platforming Bank Contact Center Architecture to Drive NPS

 

Raghavendran Ravisankar

Client Partner, BFSI, TCS

Rajnish V Palande

VP and Business Head, Google Cloud Unit, BFSI, TCS

Improving customer experience through contact center transformation

Customer experience across varied channels is responsible for driving net promoter score (NPS) in banks. In order to improve satisfaction levels, banks must drive contact center transformation by re-platforming their contact center architecture through advanced digitalization and the adoption of cloud-based solutions.

Banks must adopt a step-by-step approach to transition to cloud and re-platform their contact center architecture.

  • Cloud suitability assessment and strategy selection: A thorough suitability assessment is the first step before embarking on cloud migration.

  • Gap analysis: Analysis of existing infrastructure, applications, and on-premise automation solutions.

  • Cloud partner assessment: Choosing the right hyperscaler vendor based on servicing needs.

  • Cloud integration and implementation: Executing the migration strategy in a phased manner.

  • Monitoring and governance: Track capital and operating costs to calculate ROI.