NPST forays into Voice-Based UPI Payments with Mandate from Indian Overseas Bank

Network People Services Technologies Limited (NPST), a leading digital banking and payments technology company, has announced that it has been awarded the mandate from Indian Overseas Bank (IOB) to implement UPI 123Pay, a pioneering solution that enables voice-based UPI payments for both feature phone users and non-tech-savvy smartphone users.

India has an estimated 850 million individuals who are yet to adopt UPI, including around 400 million feature or button phone users and a significant proportion of smartphone users who are not comfortable with digital interfaces. Recognising this gap, the regulator has encouraged banks, regulated entities, and fintech companies to adopt inclusive technologies that extend the benefits of the UPI ecosystem to users with limited digital literacy or access to reliable internet connectivity.

NPST, in partnership with MissCallPay, will enable IOB’s customers who currently rely on cash to adopt UPI 123Pay and experience the convenience and safety of digital transactions. MissCallPay allows users to send money or make merchant payments using simple voice or keypad inputs. Customers can give a missed call to a designated number and receive a call-back through the IVR system, where they can enter the transaction amount and their bank UPI PIN to complete the payment.

A key advantage of this solution is that it operates without mobile data or internet connectivity, making it highly secure and accessible even in areas with limited network coverage. Since transactions occur offline, the solution significantly reduces exposure to cyber threats.

NPST’s implementation supports a multilingual IVR interface available in twelve Indian languages, ensuring accessibility across diverse regions. Customers can check account balances, review their last five transactions, raise disputes, and manage their UPI PIN directly through IVR. The platform also offers features such as resuming interrupted transactions, making token-based or token-less payments, and managing linked accounts by adding, deleting, or selecting preferred accounts for transactions.

Commenting on the announcement, Deepak Chand Thakur, Chairman and Managing Director, NPST, said: “Voice-based UPI marks a transformative step towards building a truly inclusive digital economy. By extending UPI to feature phone users and individuals less familiar with technology, we are ensuring that digital payments reach every segment of society. Our partnership with Indian Overseas Bank reflects our belief that meaningful innovation must be both accessible and inclusive. As we look ahead, we see immense potential in combining this voice-led framework with emerging Agentic AI capabilities to create conversational payment experiences through platforms such as Alexa and Google Assistant. This will redefine how people engage with money, making digital payments simple, human, and universally accessible.”