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Request For ProposalImplementationofContact Centre SolutionVersionSIB/CC/2017-18/1.0Date of Issue of RFP13-03-2017Last Date for Receipt of Proposal27-03-2017The South Indian Bank Ltd.,Department of Information & Communication Technology,3rd floor, SIB Buildings, Infopark Road,Rajagiri Valley, Kakkanad,Ernakulum, KERALA – 682039South Indian Bank - Request For Proposal for Contact Center1

Contents1.ABOUT OUR BANK . 32.TERMS & ABBREVIATIONS USED IN THIS DOCUMENT . 33.PROJECT DETAILS & SCOPE . 44.FUNCTIONAL REQUIREMENTS. 95.TECHNICAL REQUIMENTS & IMPLEMENTATION ARCHITECTURE . 136.INSTALLATION OF CONTACT CENTER & WORK TIMINGS . 167.TRAINING/DOCUMENTATION REQUIRED . 178.USER ACCEPTANCE TEST . 189.WARRANTY & SUPPORT . 1810.COMMERCIALS & PAYMENT TERMS . 1911.VENDOR RESPONSIBILITY . 2012.SELECTION CRITERIA. 2013.LITIGATION . 2114.GENERAL TERMS AND CONDITIONS. 2215.RESPONSE TO RFP & CONTACT DETAILS . 2316.MANDATORY RESPONSE SHEET- Annexure A . 2517.FUNCTIONALITY RESPONSE DOCUMENT - Annexure B . 2718.TECHNICAL RESPONSE DOCUMENT- Annexure C. 3119.COMMERCIAL DOCUMENT - Annexure D. 33South Indian Bank - Request For Proposal for Contact Center2

1.ABOUT OUR BANKThe South Indian Bank Limited (www.southindianbank.com) is one of the leading scheduledcommercial banks with a pan India presence of 834 branches, 452 Extension Counters and 1287 ATM.The Head (Registered) Office of the Bank is situated at Thrissur, Kerala State. There are twentyRegional Offices (ROs), geographically spread across the country, coming under the administrativecontrol of the Head Office.2.TERMS & ABBREVIATIONS USED IN THIS DOCUMENT ‘Project/Works’ means the supply, configuration, implementation, testing and documentation ofthe application software, related database and network components and its integration with ITinfrastructure and the various systems running in the bank (at the time of implementation). ‘Vendor’ means the entity who has submitted the Bid documents for the said ’Works’ with theintention of submitting a competitive quotation for the execution of Works in accordance withterms specified in this document. ‘Bank’ means the South Indian Bank. ‘Data Center’ means the banks data center in Cochin. ‘Successful vendor’ means the vendor whose bid is accepted by the bank and been awarded thepurchases order/ contract work. ‘RFP/RFPQ’ means Request for Proposal / Request for Proposal & Quote. The following are the abbreviations and their expansions used in this documentAbbreviationExpansionAMCAnnual Maintenance ContractATMAutomated Teller MachineCBSCore Banking SolutionCRMCustomer Relationship ManagementGUIGraphical User InterfaceIVRInteractive Voice ResponseOEMOriginal Equipment ManufacturerSDKSoftware Development KitTATTurn Around TimeDCBanks Data Center at ErnakulamDRBanks DR Site at BangaloreNDANon Disclosure AgreementSLAService Level AgreementSouth Indian Bank - Request For Proposal for Contact Center3

3.BCPBusiness Continuity Site – alternate working siteRO / HORegional office / Head office of the Bank of the BankPOCProof of conceptRTGSReal time Gross SettlementNEFTNational Electronic Fund TransferVMVirtual MachinesODOver Draft accountsCCCash Credit accountsSMSShort Message ServiceIVRInteractive voice responseOTPOne Time PasswordTPINTelephone Personal Identification NumberMPINMobile Personal identification numberHNIHigh Networth IndividualNRINon Resident IndividualSMESmall & Medium EntrepreneursPRIPrimary Rate Interface telephonySIPSession Initiation Protocol telephonyCRChange RequestsTRAITelephone Regulatory Authority of IndiaPROJECT DETAILS & SCOPEThe Bank proposes to have the Primary Contact Center located at Kochi on Bank’s premises with anapproximate count of 50-60 agents with (50– Inbound & 10-Outbound Agents). Bank may increasethe agents’ strength depending on the call volume/requirements. We also plan to setup alternate sitefor the agents, preferable at Pune, as the BCP site. On a regular basis both the sites shall beoperational by accessing the systems installed at the DC.The scope of functions to be covered by the Contact Centre solution can be broadly classified into thefollowing categories:1.2.3.4.5.Inbound callsOutbound callsIVR functionsCustomer segmentationCross sell/Up-Sell/Marketing InitiativesSouth Indian Bank - Request For Proposal for Contact Center4

3.1 Inbound CallsSl NoCategoryDescription1.General and Account An indicative list of products on which general or account relatedRelated queries on queries are expected to be received, isProducts & Servicesa. Deposits & Advancesof the Bankb. Demat accountsc. Loyalty & Rewards programd. RTGS/NEFTe. Debit / Credit Cardsf. Internet Banking/ SMS Banking / Mobile Bankingg. Rate of interest / Service chargeh. Branch / ATM locationi. Third party products such as insurance, and other productsj. Any other new productsk. The types of account related queries expected to be receivedinclude balance o/s, maturity amount of FD, maturity date of FD,cheques credited or debited, loan o/s, payments due, interestdebited/ earned, etc.l. Enquiries can also be expected on last transactions informationm. General product queries would need to be recorded in theBank's CRM Systemn. Standing instructionso. TDS deductedp. OD / CC – Limit / Interestq. Queries on Mutual Fundsr. All incoming Queries to be integrated with CRM solution forcustomer/ non-customer.s. Customers might also need to be supported and guided throughthe entire processes of internet and mobile banking or any otherproductst. IVR should be able to guide customer about any productactivation/ usage (e.g.: Internet Banking activation, Mobilebanking activation etc.)u. Real time acknowledgement of the query should be sent tocustomer over Email/ SMS. There should be option on IVR forthe customer to provide the feedback on the service provided.South Indian Bank - Request For Proposal for Contact Center5

Sl NoCategoryDescription2.Execution of basic An indicative list of transactions that would need to be executed isbanking services and given below.transactionsa. Debit card activation/enabling/blockingb. Digital products (Mobile, Internet, Card) activationc. Money transfer, NEFT, RTGSd. Opening and closing of FDs, RDse. Purchase of third party productsf. Utility Bill Payments, tax paymentsg. T-Pin related transactionsh. Service charges reversal/waive-offNote: 3.Service RequestsIVR should be capable of generating T-PIN/ OTP for real timetransactions over phone to customer.Real time acknowledgement of the query should be sent tocustomer over Email/SMS.The types of service requests expected to be received includea. Cheque book Issue, Statements/Passbook of any accounts,Demand Drafts/remittances, EMI calculation etc.b. Hot-listing of debit cards.c. Queries on earlier service requests would also need to behandledd. All service requests would need to be recorded in the Bank'sCRM system.e. Real time acknowledgement of the service request should besent to customer over Email/ SMS/IVR Call Back option.Note :The above list is only indicative. Total list of services to be handledwill be shared by Bank during the time of implementation. Based onthe list, necessary integrations assistance to be done with respectivesystems.South Indian Bank - Request For Proposal for Contact Center6

Sl NoCategoryDescription4.Complaintsa. Complaints may be expected on any of the bank's products.b. All complaints / feedback / suggestions from customers andnon-customers would need to be recorded in the Bank's CRM.c. Queries on earlier complaints also need to be handled.d. Sample list of complaints is provided below: Internet Banking – PIN not received, login problems, site notworking Mobile Banking – PIN not received, login problems Non –Receipt of Debit Card Debit card not working on POS / ATM / Online ATM transaction discrepancy ATM PIN not working / Card not working ATM Card / PIN not received. All ATM related complaints including non-disbursal of cashwould need to be recorded and handled appropriately byforwarding it to concerned department Card hot-listing and complaints related to wrongfultransactionsNote : The above list is only indicative. Total list of services to behandled will be shared by Bank during the time of implementation.Based on the list, necessary integrations to be done with respectivesystems.5.NRI / HNI customersAll above listed functions and services would also need to beprovided for NRI Accounts /HNI customers with high priority. Callsof NRI/HNI customers should behaving priority over calls withlowest waiting time.3.2 Outbound CallsSl NoCategory1.Marketing functionsDescriptionThe Bank conducts several sales campaigns for promotion ofnew/existing products from time to time. The Bank also runs(CrossSell/Upmarketing campaigns for enhancing brand equity and productSell/Campaignawareness among target audience. The Contact Centre will beActivities)required to assist the Bank in its endeavors by making outboundcalls to customers and non-customers, to execute the followingfunctions:a. Cross-selling & Up-selling of Bank's products to customersb. Popularizing sales promotional offers such as special interestrates, waiver of charges, free bees, etc. to customersc. Popularizing Bank's products to new customersd. During the above process, any leads arising out of dialogue withcustomers and non-customers would need to be recorded in theBank's CRM solution.South Indian Bank - Request For Proposal for Contact Center7

2.Lead ProcessingThe Bank’s CRM System allows systematic capturing of leadsthrough various Channels which are then allotted to 'Lead Owners'at branches or Regional Offices. The 'LeadOwners' may request the Contact Centre to perform the followingfunctions:a. Preliminary lead validation – Verification of number, name,purpose, etcb. Fixing of appointment with Customer/Prospect.c. Assignment of Leads to Branches/RO/HO for next levelprocessing.d. Assistance in Lead Escalation and follow upe. Successful Closure/Conversion of lead to Business3.Soft RecoveryThe Bank may consider to use the Contact Centre for recovery of itsoverdue loans, in which case, the Contact Centre will be required toexecute the functions, given below:a. Make soft reminder calls to customers on the overdue loansb. Make follow-up calls to customers and coordinate with recoveryagents (if any)4.Other ServicesThe Bank will also utilize the services of Contact Centre for thefollowing ad hoc purposes:a. Market survey on “Customer Satisfaction” on services providedby Bank.b. Data verification to ensure the correctness of existing customerdetails.c. Call back to Premium Customers.d. Call back to customers who have responded to the First TimeResolution SMS with a 'No'.e. Callback to customers for complaints received fromSMS/EMail/WebSite Channels/Social Media.f. Calling Bank's branches/offices to convey information aboutnew initiatives.g. Supporting customers to activate/enable digital or any otherproducts and resolve the complaints received by handholdingthem.h. IVR systems should be integrated with the back end systemsincluding CRM so that queries can be automated without manualintervention. For e.g. IVR should provide option to accept thecomplaint number and respond back to the customer thepresent status of the complaint.3.3 IVR FunctionsThe Contact Centre will be required to continue to support all functions that the Bank currentlysupports on its IVR as well as support new functionalities to be added subsequently. Allfunctionalities that are of routine nature and can be implemented without manual intervention has toSouth Indian Bank - Request For Proposal for Contact Center8