Axis Bank picks up IBM solution for customer care services

Axis Bank has selected IBM to provide customer care services to its customers.

IBM will consolidate and manage the contact centre operations from the bank’s existing 58 regional asset centres to a single mortgage contact centre. The contact centre will cater to inbound voice and email communications from the bank's customers.

Axis Bank expects to benefit from additional potential revenue generated as a result of cross-selling or up-selling services or applications at the consolidated mortgage customer care centre.

Mr Jairam Sridharan, Senior Vice-President, Consumer Lending, Axis Bank, said: “We chose the IBM solution to consolidate our contact centre operations because of the company’s proven expertise and experience in this field and its commitment to a solution that maintains the right balance between quality of service and price.”

“As one of the fastest growing banks in India, Axis Bank was looking to transform their customer care and back-office functions to global standards,’’ said Mr Anuj Kumar, Director, Global Process Services, IBM-India and South Asia.