BRAC Bank brings banking channels under one roof

BRAC Bank has introduced an integrated banking service that allows customers to switch seamlessly between branches, its call centre and digital platforms without having to restart transactions or service requests.
The new omnichannel banking experience, which the bank describes as the first of its kind in Bangladesh, connects physical and digital services through a single platform to make banking more convenient and accessible.
Under the system, customers can start a banking transaction or service request through one channel and continue it through another, with their information and interaction history available across all channels. This will enable bank employees to understand customers’ previous interactions and provide more consistent support, according to a press release.
The initiative marks a shift towards relationship-driven banking, combining technology, data analytics and human interaction to deliver more responsive and personalised services. The service was launched at a press conference at Pan Pacific Sonargaon in Dhaka on Sunday.
Meheriar M Hasan, chairperson of BRAC Bank, Tareq Refat Ullah Khan, managing director and CEO, Syed Abdul Momen, additional managing director and head of SME banking, Md Mahiul Islam, deputy managing director and head of retail banking, and Sheikh Mohammad Ashfaque, deputy managing director and head of branch distribution network, attended the event.
Meheriar M Hasan said the initiative brings digital convenience and personalised human interaction together in a connected banking experience, aiming to improve service quality, accessibility and customer choice.
He said the bank was adapting global banking practices to local customer needs while keeping customers at the centre of its services.
Tareq Refat Ullah Khan said the future of banking depended on understanding customers better and giving them greater control over how they access financial services.
Integrating technology, data analytics and personalised support would make banking more intuitive and convenient while helping build long-term customer relationships, he said.
The bank expects the new service to improve service delivery, strengthen customer engagement and attract new customers. It also plans to expand its technology-enabled capabilities to make banking more accessible and responsive.