With HDFC Bank digital transactions growing from 63% to over 80% in the last three years. The banks focus on technology has increased like never before. At Cisco India Summit 2018 in Goa, bank's Chief Information Officer & Group Head – Information Technology, Munish Mittal presented the broad overview of technology intervention at the HDFC Bank.
He said that with the proliferation of mobile devices, consumer expectations of digital banking have increased manifold. He was of the view that customers expect to complete their transactions anytime and anywhere, through different channels. He informed that to meet the ever-evolving customer demand, HDFC Bank powered its backend infrastructure with Cisco's networking solutions.
Mittal informed that HDFC Bank data center which is built on Cisco Unified Computing Systems (UCS), leverages Cisco Nexus Datacenter switches to reduce cost and complexity through automation, analytics, and energy management.
He said that the bank is looking beyond core banking to delight its customers. Tele-Sales is one of the important channels that HDFC Bank uses to maximize on the cross-sell and up-sell opportunities that they have in the market. Within the HDFC Bank's contact center, Cisco Contact Center Solution delivers intelligent routing and call treatment, network-to-desktop computer telephony integration, and omnichannel contact management. Also, with the help of predictive dialing, agents can now make almost 1.5 X more sales calls every month.
Cisco informed that HDFC Bank has commenced the implementation of Cisco's next-generation security solution Cisco Identity Services Engine (ISE) to protect and manage its IT infrastructure and provide endpoint security across 4,787 branches – making it the largest deployment in the Asia-Pacific and Japan region (APJ).
“Cisco Unified Computing System gives HDFC Bank a robust converged platform that delivers increased productivity, scalability and security. Cisco's Contact Center Solution enables a truly connected experience as well as helps the bank increase its contact center efficiently while delivering a superior customer experience,” said Sameer Garde, President, Cisco India and SAARC.
“Technology transformation in the banking industry is increasingly becoming a competitive edge. The pivotal element of our customer centricity strategy is to deliver a seamless, relevant, secure and enhanced personalized banking experience to our customers. The moment of truth lies in a running service, and we are highly focused to ensure that the digital banking services keep running by deploying many of them in Active-Active Configuration across two physically distinct data centers on the strength of Strong Network Solutions & Intelligent Routing. A robust network is amongst the primary prerequisites of digital banking,” said Mittal.