Bank of Baroda Unveils Phygital Branch in Kolkata, Blending Tech with Tradition

Chandigarh/Ludhiana, 31st  May 2025: Bank of Baroda, one of India’s leading public sector banks, inaugurated its first Phygital Branch in Kolkata at the NSB Airport Branch within the premises of Netaji Subhas Chandra Bose International Airport. 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 has now opened seven phygital branches across the country with each branch featuring Self Service kiosks, a Video Contact Centre for non-financial services and Universal Service Desks for in-person customer service. The Bank also inaugurated its all new e-Lobby in Kestopur.

Shri Debadatta Chand, Managing Director & CEO, Bank of Baroda inaugurated the Phygital branch, in the presence of Shri Sanjay Tiwary, General Manager & Zonal Head – Kolkata Zone; Shri Sandeep Kumar – Regional Head and other senior bank executives & staff members of the Zone & Region.

Commenting on the occasion, Shri Debadatta Chand, Managing Director & CEO, Bank of Baroda said, “We are pleased to launch our first phygital branch in Kolkata and the seventh such branch across the country. This innovative branch model represents a significant step forward in redefining customer experience by combining digital enablement with personalised assistance, tailored to individual customer preferences. Bank of Baroda’s phygital branches is helping us enhance customer service, convenience and engagement.”

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.

The Kolkata Zone is a Business Hub for Bank of Baroda in West Bengal, with 4 Regional Offices under its Zonal Structure. The Kolkata Zone has a network of 258 branches with 33% of branches located in rural & semi-urban areas of the state.