Ujjivan SFB reports 27% drop in call drop-offs post cloud shift

Ujjivan Small Finance Bank (SFB) on Friday announced a strategic overhaul of its customer-engagement infrastructure, reporting a 27 per cent reduction in call drop-offs and customer-satisfaction scores above 90 per cent after migrating from legacy systems to a cloud-based contact centre.

The move signals a shift in the bank’s approach to customer experience towards more integrated, data-driven engagement as banking increasingly adopts real-time, digital-first models.

Serving more than 10 million customers across mass-market segments, Ujjivan has been scaling its engagement infrastructure to handle rising volumes and complexity.

The cloud platform will unify voice and outreach channels, introduce self-service and IVR-led automation at scale, centralise customer journeys, and reduce manual processes and operational friction.

The change mirrors a broader industry trend from on-premise and private-cloud setups to flexible cloud models.

Ujjivan is building an intelligent IVR system with automation on the Genesys Cloud™ platform.