Phonon powers HDFC Bank’s ‘Har Gaon Hamara’ Interactive Voice Response solution

Phonon Communications provided the technical backbone to HDFC Bank’s ‘Har Gaon Hamara’ Interactive Voice Response (IVR) initiative which aims to promote financial inclusion in rural areas.

Vadodara, Gujarat, India (Wednesday, 22 January 2020) – Telecom software technology provider Phonon Communications recently completed a landmark project for one of India’s leading financial institutions.

HDFC Bank formally launched the ‘Har Gaon Hamara’ Interactive Voice Response (IVR) toll-free number 1800 120 9655. It is a one-stop calling solution for farmers and agriculturists in rural areas to reach the bank. This will make it easier for them to enquire or avail of banking products. They only need to call the hotline and share the PIN code number, after which the nearest branch is automatically identified. A bank representative will then reach out to the customer.

To complete this project, the bank teamed up with Phonon for its renowned telecom applications expertise.

Phonon is a pioneer in hosted telecom software technology. Their front-office automation services include contact center system (ACD), Click-to-Call™, hosted inbound IVR systems, automated outbound dialer systems, virtual number services, SMS-to-call, Missed call-to-Call and hosted private branch exchanges (PBXs). Phonon’s flagship Click-to-Call™ services have helped firms across various industries increase online sales leads, both in number and quality.

“We wanted a digital solution that would help us expand our footprint in rural communities. We needed a service that is scalable, interactive and easy to use. And that is exactly what Phonon gave us,” said HDFC Bank Rural Banking Group Head, Rajinder Babbar. This project was delivered with the help of Sapan Dhariwal, Cross Sell and Marketing Head, Rural Banking Group, who added “We’re very happy with the outcome. We’re confident that this will help us empower more Indian farmers and agriculturists.”

Phonon is a Google Cloud Technology Partner which helps enterprises leverage the power of Artificial Intelligence (AI) and Machine Learning. It is a two-time Deloitte Technology Fast 50 India winner and a finalist in HDFC Bank’s Digital Innovation Summit.

The multilingual self-service IVR designed by Phonon picks the language based on the caller’s  location. It integrates PIN code mapping with HDFC Bank’s branches around the country automatically. Further, the IVR also sends an SMS to caller’s mobile number with the nearest branch address. Using automated IVR and dual-tone multi-frequency (DTMF) input, this solution allows the bank to quickly respond to a customer’s enquiry.

The ‘Har Gaon Hamara’ initiative aims to reach India’s rural communities and raise awareness of financial and digital products, as well as social security schemes. This is in line with the government’s goal of greater financial inclusion, particularly in semi-urban and underserved areas where many residents have no access to formal banking services.

According to Phonon Communications Managing Director Ujwal Makhija, enterprises like HDFC Bank hugely benefit when they use Phonon’s services for rapidly deploying voice channel communications because they create amazing user experiences for target customers.

He added, “We are firm believers in the ubiquity of phone services. Strategic application of automated voice and SMS services is crucial to the sales and customer service life cycles. We are honoured to be HDFC Bank’s preferred partner for their innovative telecom-based applications that enhance customer experience, service and marketing quality.”