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Banking / WHITE PAPER
Raghavendran Ravisankar
Client Partner, BFSI, TCS
Rajnish V Palande
VP and Business Head, Google Cloud Unit, BFSI, TCS
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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.
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