Singapore's Largest Bank Deploys NICE Interaction Analytics Solution for Improved Customer Satisfaction

NICE Systems (News - Alert) has announced that in an effort to enhance its customer experience, Singapore’s largest bank, DBS, has implemented NICE analytics-based Quality Optimization solution at its contact center in Singapore.

A part of the NICE Enterprise offering, the NICE analytics-based Quality Optimization solution addresses the needs of customer-centric businesses with intent-based solutions. Driven by real-time, cross-channel analytics, this NICE solution helps increase revenue, enhance customer experience, improve regulatory compliance and optimize contact center and back office operations.

Leveraging the NICE technology, DBS is going to reduce average call handle time and call volume at the call center, which handles more than five million calls each year. This is expected to increase its contact center efficiency and improve customer satisfaction.

DBS is the first bank in Singapore to implement NICE Interaction Analytics at its contact center, according to a company statement. By providing comprehensive analyses of the customer interactions, the solution helps point out the areas for improvement, leading to increased operational efficiency for the contact center.

NICE’s analytics technology will help DBS identify the type of calls that require longer handling time – whether these relate to products or services.

At the next step, the analytics solution helps pinpoint the key phrases that repeat across these calls. The bank then uses this information to determine the underlying causes, such as unclear communications, process issues or agent knowledge gaps.

The NICE analytics, which helps improve first-contact resolution, will also help the bank reduce call volume. This is done by identifying the reasons for repeat contact from the same customer – for instance, inquiries on payment status and online transactions. DBS can then tailor its responses to better address customer needs, NICE explained.

By providing the bank with overall visibility of the entire contact center operation and of individual agent performance, the NICE Quality Optimization solution helps the bank to evaluate employee performance and provide additional coaching where needed.

“The successful implementation represents a further significant step in the long-term relationship between DBS and NICE and a strong collaboration for innovation in the customer service space. NICE will continue to support DBS’ vision to gain insights from customer interactions and deliver powerful business impact through operational excellence and sustainable growth in a fiercely competitive and complex environment,” Managing Director of NICE for South East Asia, Sherie Ng, noted in a statement.

Earlier this month NICE Systems announced the release of the NICE Inform multimedia incident information management solution. The new release of NICE Inform builds on NICE's advanced capabilities by giving security control centers and Public Safety Answering Points (PSAPs) the ability to integrate text, video and voice recordings from third party capture platforms into holistic incident timelines.

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