Overview
Standard Chartered Bank, Pakistan’s oldest and largest foreign commercial bank with a network of 116 branches and 191 ATMs, partnered with C Square to modernize its customer engagement infrastructure across a 180-seat contact center.

Introduction
As Pakistan’s leading foreign commercial bank, Standard Chartered required a robust customer management solution capable of supporting complex, multi-city operations while integrating with its existing telephony and enterprise systems. C Square was engaged to design and deploy a Genesys-based solution tailored to the bank’s scale and operational complexity.

Challenges
Standard Chartered needed a customer management solution that could operate reliably across multiple sites and integrate with its existing Avaya telephony investment. Key challenges included:

• Coordinating customer interactions and routing across multiple city locations
• Integrating the new platform with an existing Avaya multi-site telephony environment
• Connecting with IBM MQ Series for reliable backend messaging
• Building complex routing logic to handle high call volumes across sites
• Providing real-time, city-wide visibility into contact center performance

Our Strategy
C Square deployed a Genesys Multi-site Solution (version 8.1) alongside GVP 8 implementation with SIP Server, and used Genesys Composer 8 to build custom IVR call flows. The solution integrated with IBM MQ Series and the bank’s existing Avaya multi-site infrastructure, supported multi-site complex routing, and included a graphical wallboard application giving operations teams real-time statistics across cities.

Conclusion
The deployment gave Standard Chartered a unified, multi-site customer engagement platform capable of supporting its scale as Pakistan’s largest foreign commercial bank — combining Genesys’s routing and IVR capabilities with deep integration into the bank’s existing Avaya and IBM systems for a seamless, city-wide customer service operation.