A leading Indian bank unifies sales, service, support & collections on one cloud contact center

How a 1000+ agent banking operation replaced siloed on-premise systems with ClearTouch’s omnichannel banking platform, and stayed fully productive through lockdown.

The Client

The customer is one of the leading banks in India, running a large, process-driven operation with 1000+ agents across in-house and outsourced call centers. The bank offers fixed deposits, personal loans, and credit cards, and distributes third-party life and medical bancassurance products, making consistent, compliant customer service central to its brand.

As a regulated financial institution, the bank operates in accordance with stringent data-security and information-security standards. Strong customer experience in banking and dependable call center software for banking are not optional for them; they are prerequisites for every customer interaction across sales, service, support, and collections.

The Challenge

The bank’s call centers were spread across different regions of India, and each ran a different on-premise system. Because those systems lived in silos, leadership never had a single, unified view of operations, no consolidated visibility into agent productivity, campaign performance, or the end-to-end customer journey.

When COVID-19 was declared a pandemic and lockdowns took effect, the limitations became urgent. The on-premise call center suite could not support outbound calling and campaigns from a distributed, work-from-anywhere setup, leaving 1000+ agents unable to do their jobs. The bank needed a robust banking contact center solution to keep its people productive without compromising on compliance or data security.

The Solution

The bank evaluated ClearTouch’s cloud contact center against the criteria that matter most in regulated banking: data and information security, PCI compliance, platform vulnerability assessment, configurable process-compliant workflows, platform robustness, and legal compliance with DoT norms. After reference checks with industry-leading clients, the bank approved the rollout, and the entire omnichannel banking software platform was live within two working days.

Outbound dialing & campaign automation

Agents used predictive dialing to sell, upsell, and cross-sell to existing and new customers. SMS and Automated Intelligent Voice Messaging (AIVMS) campaigns reached target groups, and interested customers were instantly routed to a live agent, an omnichannel communication flow that connects the right customer to the right agent at the right moment, with built-in contact center automation reducing idle time and lifting agent productivity.

Standardized collections across third-party agencies

Confident in the platform’s compliance and call-recording controls, the bank extended the same omnichannel banking solutions to all of its third-party collection agencies. Centralized list-management services let the bank populate data for every vendor, Natural Language Compliance enforced FDCPA-aligned conduct, and voice analytics rapidly flagged misrepresentation. This brought genuine collection analytics in banking to a previously fragmented, multi-vendor process.

Connected field-agent collections

The bank’s field agents already used a proprietary mobile app. ClearTouch integrated it with the contact center via API, adding click-to-call outbound, inbound call management with callback actions, and call recording and reporting. The device-agnostic, cross-browser interface lets top-performing agents work from mobile, laptop, or desktop, a true work-from-anywhere capability with full oversight for coaching.

Benefits

Unified view

Activity and performance from multiple contact centers consolidated into a single view, the cx-in-banking visibility that leadership previously lacked.

Banking business intelligence

Custom reports on agent productivity, call outcomes, and campaign summaries, plus real-time analytics that support time-sensitive decisions.

Compliance by design

Standardized, FDCPA-aligned protocols across all vendors reduce regulatory risk and are backed by 10-year call-recording storage.

Workforce optimization

Optimized, cost-effective resource allocation and scheduling that scales up or down with demand, without any infrastructure changes.

Lower cost to serve

Significant cost savings versus the previous on-premise systems and calling plans, with 24×7 support for domestic and international calling.

Vendor efficiency

With data managed centrally, agencies need no extra resources for data entry, and campaign updates and reports arrive in real time.

Results & Outcomes

2 working days to a fully operational platform.

3 weeks from first contact to deployment.

1500+ agents targeted as the rollout scaled.

5 years and counting as a trusted partner.

• Kept 1000+ agents productive through lockdown, then scaled to an additional 500 agents within two weeks.
• Delivered a positive ROI in collections by increasing right-party contacts (RPC) through channel scalability, optimized caller IDs, and auto-dialer optimization.
• Resolved a customer loan dispute conclusively by retrieving the relevant call recording, protecting the bank’s credibility and shielding agents from misrepresentation, supported by ten-year recording storage.
• Gave the bank real-time control to shift traffic toward and incentivize the best-performing collection partners.
• Replaced regional silos with one secure, compliant omnichannel banking platform spanning sales, service, support, and collections.

The result is a banking operation that runs its entire customer journey from outreach to collections on a single cloud platform that is easy to configure, secure by design, and ready for a work-from-anywhere world.