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21st Aug 08

YES BANK & Cisco launches the YES BANK-Cisco Interactive Experience Centre

Introduces YES Touch Phone Banking services using speech enabled - voice recognition for the first time in the Indian financial services sector


Mumbai, August 21, 2008 - YES BANK, India’s new age private sector Bank and Cisco, worldwide leader in networking, today announced the launch of YES BANK-Cisco Interactive Experience Centre in Gurgaon. As part of this collaboration, YES BANK & Cisco will collaborate on new communication technologies over voice, chat and email while creating a consistent, superior service experience within the branch banking environment using latest customer behavioural techniques from Cisco’s vast knowledge centric learning processes. The first step towards this collaboration is the launch of YES Touch Phone Banking services.

The YES Touch Phone Banking services enabled by Cisco technologies is the first-of-a-kind integration across all channels (voice, IVR, email, chat), voice based, speech-enabled contact center implementation in the Indian financial services sector. YES BANK customers will now be able to access their accounts 24 x 7 via YES Touch Phone Banking services that will support all business related queries and transactions.

Cisco provided network lifecycle services that included design, installation, integration, operation. The applications that comprised this solution included Cisco IPCC (IP Contact Center) Suite, Scansoft Speech Engine and Real Speak TTS (Text-to-Speech), Knoahsoft Logger, Survey Application and System Integration & application development on IVR (Integrated Voice Response. This technology platform has enabled the Bank to achieve high standards of customer service at comparatively lower cost structures.

Key Elements of the YES Touch Phone Banking Services

  • Speech enabled with Voice recognition - Customers can perform routine enquiries or transactions just by speaking out pre-defined, aided keywords.
  • Integrated access across all channels - Customers can avail of multiple channels, currently email, web-chat, IVR and Voice (& Video, in future) to access these services
  • Single PIN - Customers have to use their ATM PIN to generate a 4-digit TPIN of their choice
  • Single number per Telecom Circle for instant access - Customer can choose a local number to call in any of the states in India
  • Anytime, anywhere availability - The IVR will be available 24 x 7 for assistance, while Service partners will be available from 7am to 11pm, all seven days of the week

Servion Global Solutions, Chennai, a Cisco Advanced Technology Partner and a leading player in Customer Interaction Management project managed and executed this cutting edge IP based contact center on Nuance Speech Recognition Platform.

Commenting on this strategic collaboration, Mr. Suresh Sethi, President Transaction Banking, YES BANK, said "We are pleased to announce our collaboration with Cisco in India to relentlessly serve the growing consumer demands and enabling YES BANK customers a consistent superior service experience. The Bank is committed to executing a concerted strategy by continuously launching innovative solutions to enhance customer satisfaction and increase focus on providing convenience and choice to our clients".

"As trusted advisors to our customers, we take pride in working closely with them by creating business values. The YES BANK - Cisco Interactive Customer Experience Centre highlights our efforts in that direction," said Anil Bhasin, Sr. Vice President, Cisco India & SAARC. He added, "We would also like to congratulate YES BANK on taking the lead to launch this speech - enabled contact centre in the Banking and Finance segment".

YES BANK has 101 operational branches across 82 locations nationally, 81 offsite ATM’s in Mumbai and NCR and 2 National Processing Centres at Mumbai and Gurgaon. YES BANK has additional licenses to open 37 new branches and 120 offsite ATMs taking the total licensed network to 117 branches and 200 Offsite ATM’s. YES BANK has been recently awarded the Emerging Markets Sustainable Bank of the Year - Asia at the Financial Times/IFC, Washington Sustainable Banking Awards.

About YES BANK

YES BANK, India’s new age private sector Bank, is the outcome of the professional commitment of its Founder, Rana Kapoor supported by his highly competent top management team, to establish a high quality, customer centric, service driven, private Indian Bank catering to the "Future Industries of India".

YES BANK has adopted international best practices, the highest standards of service quality and operational excellence, and offers comprehensive banking and financial solutions to all its valued customers. A key strength and differentiating feature of YES BANK is its knowledge driven approach to banking and an unprecedented customer experience for its retail and wealth management clients.

YES BANK is steadily building corporate and institutional banking, financial markets, investment banking, corporate finance, business (SME) and transactional banking, retail banking and wealth management business lines across the country. The Bank’s constant endeavour is to provide a delightful banking experience expressed with simplicity, empathy and totality.

About Cisco Systems

Cisco (NASDAQ: CSCO) is the worldwide leader in networking that transforms how people connect, communicate and collaborate. Information about Cisco can be found at http://www.cisco.com. For ongoing news, please go to http://newsroom.cisco.com. Cisco equipment in India is supplied by Cisco Systems International BV, a wholly owned subsidiary of Cisco Systems, Inc.

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Cisco, the Cisco logo, and Cisco Systems are registered trademarks of Cisco Systems, Inc. in the United States and certain other countries. All other trademarks mentioned in this document are the property of their respective owners. The use of the word partnership does not imply a partnership relationship between Cisco and any other company. This document is Cisco Public Information.

Press Contact(s)

Vishak Gopinath, PR Manager

Cisco India & SAARC

Fax: +91 22 4043 4122

vigopina@cisco.com

Sunanda Parekh, Manager - Corporate Communications

YES BANK Ltd.

Ph: +91 22 6669 9172

sunanda.parekh@yesbank.in

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