Coimbatore ,June 16 2026: Ujjivan Small Finance Bank announced a strategic transformation of its customer engagement infrastructure, reporting a 27% reduction in call drop off and customer satisfaction scores exceeding 90%, following its transition from legacy systems to a cloud-based contact centre. The move marks a shift in how the Bank is approaching customer experience, as it evolves towards more integrated, data-driven customer engagement. At a time when banking is moving toward real-time, digital-first models, Ujjivan Small Finance Bank has streamlined its service operations into a more unified and scalable customer engagement platform.

Ujjivan Small Finance Bank, which serves over 10 million customers across mass-market segments, has been scaling its customer engagement infrastructure to keep pace with growing volumes and complexity. The shift to a cloud-based platform will enable the bank to unify voice and outreach channels, introduce self-service and IVR-led automation at scale, and centralise customer journeys, while reducing manual processes and operational friction.

The move also reflects a broader shift in the banking sector, where institutions are transitioning from on-premise and private cloud setups to more flexible cloud-based models. Ujjivan Small Finance Bank’s adoption was driven by the need for simpler integrations, lower operational complexity and a more cost-efficient approach to deploying new technologies. The cloud-based platform also enables faster rollout of capabilities and greater flexibility to scale as customer engagement needs evolve.

Mr. Martin P S Chief Operating Officer,Ujjivan Small Finance Bank, said, “The transition to Genesys cloud was a considered step in line with how customer engagement is evolving. While it helps us scale and modernise our operations, it also required compliance requirements and us to align closely with regulatory. This move reflects our focus on building a more agile and resilient engagement infrastructure, while operating within the frameworks expected of the banking sector and staying aligned with regulatory requirements. With this collaboration, Ujjivan Small Finance Bank aims to ensure customers are routed to the right support more efficiently, while improving our consistency and personalisation of service.”
Raja Lakshmipathy,ViceLakshmipathy, Vice President & Managing Director, India & SAARC, Genesys, said, “Financial institutions are increasingly looking to modernise customer engagement while operating within complex regulatory environments. We are happy to partner with Ujjivan Small Finance Bank on this transformation. The unified architecture is expected to serve as a base for further adoption of AI and analytics-led capabilities in customer engagement, improve operational efficiency, and support more consistent customer experiences with new capabilities over time.”

Ujjivan is building an intelligent IVR system with automation on the Genesys Cloud™ platform. The Bank is working towards creating a unified engagement layer across channels, enabling customers to connect seamlessly regardless of how they reach out be it through voice, messaging platforms or other touchpoints. With a Centre of Excellence (CoE) model, customers will be able to connect directly to the right agent to improve both speed and quality of service. For example, customers contacting the bank’s dedicated fraud helpline will be immediately connected to an agent because it is a high-priority interaction. In addition, other bank segments, such as retail banking customers or micro-banking customers, will essentially be directed to the experts in those areas. This transition is helping the bank manage high-volume, diverse customer interactions with greater consistency, responsiveness and efficiency.