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Mphasis to set up contact center for PNB

Punjab National Bank will set up contact centers in Noida and Mangalore. The bank has entrusted the work to IT services provider Mphasis. The 5-year contract provides for Mphasis offering end-to-end CRM services for the bank. Announcing the signing of a strategic deal with the bank, Mphasis said inbound phone banking, outbound calling and complaints management form part of the services. The scope includes extending support for all banking products and services such as deposits operations, core banking processes, lending services, internet banking and account and card related services. Mphasis will implement a state-of-the-art IVR system and a comprehensive CRM solution Advisor 360. Customers and branches across the bank’s 13 regional circles in India are to be covered under the services. Mphasis will provide services in multiple languages (English, Hindi, Malayalam, Kannada, Tamil and Telugu) through its strategically located centres in the North and the South. CMD of the bank K.R. Kamath said with Mphasis the bank wanted to bring its contact centre infrastructure in line with the best-in-class in the Indian market.

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