Success Stories
Cloud transformation for a large financial service conglomerate
Migrating a traditional contact center to Ubona’s Cloud for enhanced efficiency and customer experience
Case Study Overview
Problem
The client’s on-premise contact center platform was outdated, unable to efficiently handle large volumes of inbound and outbound calls. They required a scalable solution to reduce operational costs and enhance customer interactions across multiple LOBs.
About the client
The client is a large financial services conglomerate with multiple Lines of Business (LOBs), seeking to launch innovative services and improve customer experience and operational efficiency.
Approach
- Inbound and Outbound Cloud Contact Center: Scaled to handle over 3 million calls, resulting in a 50%+ reduction in operational costs.
- Inbound Call Center Automation BOTs: Automated over 60% of inbound calls using GenAI and LLM technology.
- Visual IVR Outbound Automation BOTs: Over 140+ voice bots deployed for inbound and outbound calls across LOBs like LI, HI, MF, HFC, and Stock Broking, covering customer onboarding, service, and retention.
- Voice Biometrics: First-of-its-kind implementation in India’s NBFC sector for customer authentication.
- Speech Analytics: Post-call analysis using automatic speech recognition and GenAI/LLM to derive insights from customer interactions across LOBs.
Solution
- Migrated the client’s contact center to a cloud-based platform using advanced technologies like ASR, NLP/NLU, Generative AI, and Voice Biometrics.
- Enabled automation, scalability, and improved customer service capabilities.
- Enhanced the overall efficiency of contact center operations with innovative solutions.
