| Internet Focus |
IVR / VRU Focus |
| Usability Consulting |
Call Tree Design |
| Visual Designing |
User Interface Enrichment |
| Rich Internet Applications |
Back-end Interface Management |
| Credentials |
| Large European Ban |
Leading Financial Service Provider |
Challenge: Customer had two key challenges:
- Multi-geo customer base with language variations;
- Standardization of framework across varied offerings without overlooking underlying variations and impacting user experience.
Wipro's Role: Performed usability & heuristic analysis and leveraged prototyping techniques on actual users to design & develop internet banking platform.
Key Benefits:
- Consistent user experience
- Support multi-lingual features
- Improved and effective navigation
|
Challenge: Customer friendly design for instant access to account information with no or minimal human intervention.
Wipro's Role: Redesigned call tree design & user interface along with prompts.
Key Benefits:
- Reduced average call duration on IVR by over 10%.
- Increased IVR penetration by almost 12%
- Increased first call resolution
- Reduced call duration on agent by almost 10%
|
Channel Implementation / Re-structuring Offerings - Technology developments have had significant impact on the effectiveness of a channel. A perfect example of this will be emergence of mobile channel or Web 2.0 philosophy. To ensure that our customers stay abreast with the changing environment Wipro offers a variety of services across different channels. Following chart provides an illustrative list of Wipro's offerings based on current technology trends.
|
| Internet Banking Offerings |
Mobile Banking Offerings |
| Intuitive Social Networking |
Mobile Banking |
| Personalized Customer Communication |
Mobile Payments |
| Web 2.0 Solution Framework |
Financial Data Streaming |
| Credentials |
| Leading US based Financial Service Provider |
Global Payments Solution Company |
Challenge: To develop a next generation scalable internet based multi-product account acquisition platform.
Wipro's Role: Conducted market assessment and defined & developed next generation online account acquisition platform based on best practice and emerging business technology trends.
Key Benefits:
- State of the art next generation enterprise wide platform
- Integrated toolkit to assist customers in decisioning and online fulfillment
|
Challenge: Assess various technology options such as 3G Mobile, NFC & RFID to evaluate business value and define technology strategy.
Wipro's Role: Defined framework for assessment, conducted market scan, assessed technology options, identified best practices and provided a technology strategy and business case.
Key Benefits:
- Clearly defined future roadmap and recommended security standards & measures in adherence to regulatory requirements
- Innovative services definition to encapsulate variations and complexities of underlying processes and functionalities
|
Case studies 
Subscribe to 'Peer Ping' our monthly newsletter
Request for Information
Contact Us
Helping Olympus capture the 
