Bank’s IVR Transformation
Empowering Financial Services with Scalable Middleware: Naveen Gayar’s Architectural Role in Bank’s IVR Transformation In the dynamic world of digital banking, where customers expect instant, secure, and intelligent service, legacy systems often stand in the way of innovation. TD Bank, one of Canada’s leading financial institutions, took a strategic step to bridge this gap through its IVR Integration Services Project. At the core of this initiative was Naveen Gayar , a seasoned architect from Wipro, who led the middleware transformation that powered a seamless experience between the bank’s contact center and its backend systems. 🔍 Project Overview The TD Bank IVR Integration Services initiative aimed to connect Cisco’s Contact Center platform with Bank’s mainframe APIs through a secure, scalable middleware layer. This platform enabled critical functionalities such as: Customer identification and authorization Automated service invocation Real-time agent transfer ...