Overview
The Bank of Punjab (BOP), a leading Pakistani provincial government-owned bank, partnered with C Square to overhaul its customer engagement infrastructure. The project spanned Retail Banking, Branchless Banking, and BISP (Benazir Income Support Programme) services.

Introduction
BOP serves millions of customers across an extensive branch and digital network, while also supporting government financial programs. As demands grew more dynamic, its legacy infrastructure could no longer keep pace, prompting the partnership with C Square using Genesys and C Square’s in-house developed CRM.

Challenges
BOP’s legacy environment limited its ability to keep up with growing customer and government-program demands. Key pain points included:

• Aging, inflexible contact center infrastructure with limited scalability
• Disconnected applications causing fragmented customer experiences
• Poor integration between telephony, CRM, and core banking systems
• Manual processes driving up handling times and hurting agent productivity
• Heavy reliance on technical teams for IVR/workflow changes
• Limited reporting and operational visibility
• Rising interaction volumes and growing demand for personalized, omnichannel support

Our Strategy
C Square delivered a full customer engagement transformation, not just a contact center upgrade — combining Genesys with our own CRM. The rollout included platform migration, system integration for a 360° customer view, skills-based routing, configurable IVR, automated workflows, real-time analytics, and ongoing managed services.

Conclusion
The BOP-Genesys-C Square partnership shows how an integrated CX strategy delivers value beyond a typical contact center. C Square continues as BOP’s long-term technology partner, evolving the platform alongside business growth and regulatory change.