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Delivering Process Efficiency for a Bank’s Contact Center

Delivering Process Efficiency for a Bank’s Contact Center
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Client Profile

The client is one of India’s largest private sector banks, serving diverse segments including retail, commercial, consumer, and corporate banking.

Challenges

The bank’s legacy IT infrastructure was unable to support the evolving business needs, especially with the growing demand for remote work, increased customer interactions, and regulatory requirements. With a wide operational footprint and a large workforce, the bank required a robust and scalable IT environment to sustain growth and address the challenges of modern banking.

A critical event, where the bank lost access to one of its main offices due to regulatory delays, highlighted the inadequacy of its infrastructure. This crisis prompted the bank to explore a transformation to virtualize its desktop infrastructure, enabling a more flexible, resilient, and secure environment for its workforce. The bank aimed to achieve the following business objectives:

  • Deliver high-performance virtual desktops with minimal lag and high application availability.
  • Ensure strong regulatory compliance through a secure, always-available desktop infrastructure.
  • Provide location-agnostic remote desktop access for a geographically dispersed workforce.
  • Implement a scalable and agile infrastructure to support future growth plans.

Anunta’s Solution

Anunta deployed a comprehensive Virtual Desktop Infrastructure (VDI) solution tailored to the bank’s specific needs:

  • The VDI solution included persistent, non-persistent, hosted shared, and remote desktop models to cater to different user profiles.
  • VoIP systems were integrated into the VDI solution to improve application performance and communication capabilities.
  • Anunta leveraged cloud-based VDI, smart monitoring, automation, disaster recovery, and network optimization as part of the managed services offering.
  • Customization of user desktops was done by adjusting parameters such as SLAs, active directory policies, routing configurations, and profile images, aligning with user roles and requirements.
  • Anunta also facilitated a seamless integration of the bank’s systems post-merger, ensuring a standardized VDI environment.

Key Benefits

The VDI solution resulted in significant improvements across various operational aspects:

  • 80% increase in user productivity, with a 54% reduction in mean time to resolution.
  • 85% reduction in power consumption, leading to operational and environmental benefits.
  • 90% improvement in IT efficiency, significantly reducing the time and effort required for software deployment.
  • Simplified IT management, enabling centralized control of desktops across multiple locations.

A secure, scalable, and agile platform that supports the bank’s ongoing business growth and flexibility.