BRAC Bank has launched what it calls Bangladesh’s first omnichannel banking service, connecting digital platforms, branches and its call centre so that customers can switch channels without restarting banking processes.
The private commercial bank unveiled the service at Pan Pacific Sonargaon in Dhaka on Sunday, aiming to offer more personalised banking and strengthen customer relationships.
The system allows customers to start a banking process through one channel, pause it and resume through another. Customer information and previous interactions remain accessible across channels, enabling bank employees to provide assistance without repeating earlier steps.
Combining digital services with personalised assistance, the platform gives customers greater flexibility in accessing banking services.
BRAC Bank said the initiative marks a shift from transaction-focused to relationship-driven banking, using technology, data analytics and integrated customer information to anticipate needs and improve service delivery.
BRAC Bank Chairperson Meheriar M Hasan said the initiative combines digital convenience with personalised human interaction.
“By adapting global banking practices to the needs and behaviours of customers in Bangladesh, BRAC Bank aims to set a new benchmark for service quality, accessibility and customer choice,” he said.
