Pega Verticalization - Pega contact center automation | HCLTech

Pega Verticalization - Pega contact center automation

The client, one of the major banks in APAC, offers range of financial and wealth management services, including deposit taking credit cards, lending, corporate banking, international trade finance, investment banking, cash management services, private banking, treasury services and much more.

The bank undertook a key transformation program to transform and standardize sales and service platforms across Singapore and Malaysia. For guaranteeing smoother customer journey, bank started the journey of upgrading the CRM platform from Siebel CRM to Pega CRM

The key objective of this transformation program is to enable the sales and service staff of the bank to effectively manage all customer interactions (inbound/outbound across all touch points including branch, call center and web) and equip the sales and service staff with the right set of tools to

  • Enhance the end customer experience by personalizing the interactions
  • Provide relevant and customized offers
  • Increase effectiveness of the staff to sell and improve capacity to serve

HCLTech being a pivotal player in executing transformation programs for the last 25+ years & decade long relationship with Pega, has the relevant expertise & avenues to embrace large scale multi-country rollout programs and fast-track digital adoption in the customer landscape. HCLTech has been the strategic partner for banks and financial institutions in accelerating automation initiatives across multiple geographies. Based on HCLTech’s deep banking domain experience, there should be a business outcome-driven and a clearly laid out bank-wide approach to automation initiatives eliminating the piecemeal projects across the IT organization

Download the success story to read more about how HCLTech’s solution levers provided business benefits to the client.