The Absa Bank Mauritius–Exotel partnership is a benchmark for how leading financial institutions can harness unified communication and automation to balance operational efficiency with unparalleled customer-centricity. It's not just about streamlining calls—it’s about empowering the bank to deliver a truly digital, seamless, and future-ready banking experience.
In their pursuit of service excellence and digital transformation, Absa Bank Mauritius, a leading financial institution within the Absa Group, partnered with Exotel. The collaboration focused on unifying their communication infrastructure, empowering their teams, and elevating the customer experience across their operations in Mauritius.
As Absa Bank Mauritius scaled its operations and aimed to enhance customer-centricity, several operational challenges emerged:
Absa Bank Mauritius deployed Exotel’s unified communication platform to consolidate its diverse communication needs into a single, smart, multi-channel engagement solution
Before: Customers waited hours between missed calls and callbacks, creating frustrating delays in service delivery After: Agent connection now occurs within seconds, providing immediate customer support access Impact: Drastically faster service response has transformed customer experience and operational efficiency
Before: Fragmented operations across multiple systems created inefficiencies and workflow disruptions After: Unified platform now supports 100+ agents on a single, integrated system Impact: Streamlined workflows have achieved
Before: Manual data compilation across siloed systems created administrative overhead and delayed insights After: Real-time insights through a unified view provide instant access to comprehensive data Impact: Optimized performance with significantly reduced administrative burden on teams
Before: Slower tech adoption hindered the rollout of new banking solutions and market responsiveness After: Cloud-first approach enables faster time-to-market for new products and services Impact: Quicker rollout of new banking solutions with enhanced agility and competitive advantage
Before: Inconsistent, reactive service approach led to unpredictable customer interactions After: Seamless, proactive service delivery anticipates and addresses customer needs Impact: Enhanced customer satisfaction and loyalty through superior service experiences
The solution we are working on with Exotel is allowing us to move forward with our cloud-first strategy, with emerging technologies, and to be faster to the market with our new solutions.
We were purpose-driven to make these experiences matter, to make your story matter.
+91-808 8919 888
+91-808 8919 888
+966 135 181 912