kiosks, Video Contact Centre and Universal Service Desks: The Phygital branch offers a differentiated customer service experience through Self Service.
Debadatta Chand, MD & CEO, Bank of Baroda inaugurated Phygital branch at Parliament Street in New Delhi
FinTech BizNews Service
New Delhi, 13 March 2025: Bank of Baroda, one of India’s leading public sector banks, inaugurated
another Phygital branch at Parliament Street in New Delhi. The phygital branch will redefine customer
experience by seamlessly integrating self-service and assisted service models to meet the diverse
requirements of customers. Bank of Baroda’s phygital branch features Self Service kiosks, a Video
Contact Centre for non-financial services and Universal Service Desks for in-person customer service.
Shri Debadatta Chand, Managing Director & CEO, Bank of Baroda inaugurated the Phygital branch. Shri
Rakesh Kumar Sharma, General Manager & Zonal Head – New Delhi Zone, other senior bank executives
and staff members of the Zone & Region along with valued customers were present during the
inauguration.
On the occasion, Shri Debadatta Chand, Managing Director & CEO, Bank of Baroda said, “We are pleased
to add one more phygital branch in New Delhi and fifth across the country, taking the milestone forward in
redefining the banking experience for our customers. Phygital branch model seamlessly blends the best of
physical and digital banking, ensuring a smart banking experience that caters to diverse needs - serving
customers who wish to complete their day-to-day banking transactions independently as well as customers
who prefer the human touch. This initiative has started showing better customer experience.”
The key features of Bank of Baroda’s Phygital branches are:
Self-Service Kiosks: Self-service kiosks with interactive touch screens/tablets and other digital
interfaces through which customers can avail a host of services such as PAN updation, receiving
Account Statement through email, obtaining TDS certificate, nominee updation etc.
Video Contact Centre: Customers can directly connect with the Bank’s contact centre through a
video call for assistance on all non-personalised and non-financial services such as Home Loan
enquiry, Savings Account, Term Deposit, Car Loan etc.
Universal Service Desks: The Phygital branch also has an exclusive Service Area with Universal
Service Desks that act as a one-stop solution for all banking needs for customers that require in-
person service.
