Mphasis bags 5-year deal from PNB to set up contact centres in Noida and Mangalore

NEW DELHI: IT firm Mphasis has inked a five-year contract with Punjab National Bank ( PNB) to set up contact centres in Noida and Mangalore.

However, no financial details of the deal were disclosed. As part of the deal, the Hewlett Packard-owned IT services firm will offer end-to-end Customer Relationship Management (CRM) services that includes inbound phone banking, outbound calling and complaints management for the nationalised bank.

The scope of these facilities include support for all banking products and services like deposits operations, core banking processes, lending services, Internet banking and account and card-related services, Mphasis said in a statement.

Under the contract, Mphasis will implement an interactive voice response (IVR) system and a comprehensive CRM solution Advisor 360 to cater to the bank's customers, branches and fulfilment requirements across 13 regional circles in India.

The Bangalore-based company will provide services in multiple languages (English, Hindi, Malayalam, Kannada, Tamil and Telugu).

"Our innovative technology-enabled solutions and comprehensive BPO services will help PNB to realise tangible outcomes from superior customer experience and engagement," Mphasis Chief Human Resources Officer and Head Emerging Geographies Business Unit Elango R said.

With more than 120 years of existence, PNB has 6,081 branches, including five foreign ones, 6,940 ATMs and serves more than 8.9 crore customers.