Customer Interaction Management solution provider, Servion Global Solutions announced that it has completed consolidation of entire Contact Centre operations for the Kotak Group which includes firms such as Kotak Mahindra Bank, Kotak Securities, Kotak Mahindra Prime Limited, Kotak Life Insurance, and Kotak Mahindra Asset Management Company.

The consolidation results in unifying contact centres of all these firms into a single infrastructure called the Kotak Group Contact Centre.

Says Mr. Ramesh Lakshminarayanan, Executive Vice President, Kotak Mahindra Bank, “The Contact Center consolidation was the result of a planned exercise to provide a single service window for all our customers. We firmly believed that this will not only improve the efficiency and effectiveness of service, but also provide customers a unified service experience regardless of product or region.” On the reason for selecting Servion as a preferred partner, he continues “Technology today offers multiple options, but to assess and decide on what to apply and how best to do this, one requires support of an expert. Servion’s expertise in the Customer Interaction Management domain was commendable, and we trusted them with co-creating a customer centric interaction experience with us.”

The new set-up includes two sites one each in Mumbai and Delhi with the Mumbai facility housing the data centre and servicing all business units while the Delhi facility serving Kotak Mahindra bank customers.

 “In the current economic scenario, Contact Centers need to closely monitor costs and profitability. The consolidation that Kotak Group has undertaken is an excellent example of how contact organizations can unlock value while improving customer service.” says Mr. Murali K. N., Vice President & Head - India for Servion. “The consolidated contact enterprise will give Kotak the advantage of manageability, scale and cost savings”, he said.