Tech Mahindra has partnered with Indian banking and financial services company Bank of Baroda to implement digital solutions to improve the latter’s customer experience.

The India-based information technology company offers digital transformation, consulting, and business re-engineering services and solutions.

As a part of the collaboration, Tech Mahindra has established a centre of excellence (CoE) for the bank’s contact centre.

It will help Bank of Baroda to be equipped with new-age solutions to address dynamic customer needs.

Through the partnership, the Indian banking firm aims to digitally improve its operations with the deployment of various digital solutions in a single model at the contact centre.

Tech Mahindra expects to provide the Indian public sector bank with technical and software capabilities to digitalise operations at the contact centre.

The offerings will be delivered through solutions like quality monitoring tool, speech analytics, knowledge management portal, conversational interactive voice response (IVR), BOT based training tools, and others.

Tech Mahindra business process services business head Birendra Sen said: “Technology has the power to profoundly transform the banking sector and enhance customer experiences by altering traditional banking processes. Our partnership with Bank of Baroda is another step towards empowering the banking sector with new-age technologies and digital solutions.

“Through our first-of-its-kind Centre of Excellence, we will aim to extensively deploy digital solutions to help Bank of Baroda achieve greater operational efficiency and provide improved services to their end customer.”

By utilising its network and infrastructure capabilities and foundational technological capabilities including artificial intelligence (AI), blockchain, 5G, augmented reality (AR), virtual reality (VR), Tech Mahindra intends to transform customer experience apart from delivering real business outcomes.

Bank of Baroda chief general manager Dinesh Pant said: “Our partnership with Tech Mahindra is a major step forward in ensuring greater operational efficiency and providing immersive experiences to our customers through the deployment of digital solutions across India.

“Tech Mahindra’s Center of Excellence will help modernize our non-core operations as we march forward in our digital transformation journey.”