Bank of Baroda partners with Tech Mahindra to improve customer experience

Bank of Baroda, a leading public sector bank, will deploy digital solutions from Tech Mahindra to enhance its customer experience and operations. As part of the partnership, Tech Mahindra has also set up a center of excellence (CoE) to equip the bank’s contact center with digital solutions to meet customer requirements.

Tech Mahindra said it will offer speech analytics, quality monitoring tool, knowledge management portal, conversational interactive voice response (IVR), bot based training tools to Bank of Baroda.

“Our partnership with Bank of Baroda is another step towards empowering the banking sector with new-age technologies and digital solutions. Through our first-of-its-kind Centre of Excellence, we will aim to extensively deploy digital solutions to help Bank of Baroda achieve greater operational efficiency and provide improved services to their end customer,” said Birendra Sen, business head (business process services) at Tech Mahindra.

The IT firm also said it will leverage its network and infrastructure capabilities, along with emerging technologies like AI, blockchain, augmented reality, virtual reality, and 5G to deliver real business outcomes for the bank.

“Tech Mahindra’s Center of Excellence will help modernize our non-core operations as we march forward in our digital transformation journey,” said Dinesh Pant, chief general manager, Bank of Baroda.

Tech Mahindra has developed the NXT.NOW framework that can help organizations  offer personalized and engaging experiences for customers using emerging technologies and solutions. It is being used by Finnish construction and development company YIT Corporation, as well as the governments of Saudi Arabia and Japan.