NICE Systems Further Aids Indonesian Bank in Improving Customer Experience

PT Bank Permata Tbk, a private bank in Indonesia also known as PermataBank, has decided to expand its current implementation of NICE Systems solutions in its contact centers. In particular, the bank will now add NICE’s Service-to-Sales, Workforce Optimization and PCI (News - Alert) Compliance solutions to its existing roster in order to better address the changing needs of its customers while lowering costs.

NICE Systems is a provider of software solutions that enable organizations to improve both customer experience and business results, while ensuring compliance, preventing financial crime and safeguarding peoples’ assets. Some of its other solutions include its Contact Center Fraud Prevention solution, and Real-Time Speech Analytics, which led NICE Systems (News - Alert) to be named the global market leader in speech analytics by DMG Consulting earlier this year.

As for the solutions being implemented by PermataBank, Service-to-Sales will help in identifying and acting on sales opportunities that arise during customer interactions. In particular, the solution identifies customer calls that are relevant for sales opportunities and guides agents through the sales process in real time. In conjunction, PermataBank will use NICE Interaction Management and Desktop Analytics to capture these customer interactions while analyzing agent activity for PCI-DSS compliance.

Finally, NICE’s Quality Management and Workforce Optimization solutions will be used to improve operational efficiency and quality of service. These solutions will accomplish these goals by helping contact center managers forecast staffing needs, manage agent scheduling and track performance.

"NICE is committed to helping PermataBank achieve its business goals by delivering tailored solutions for customer interaction management," said Sherie Ng, managing director of NICE South East Asia, in a statement. "NICE brings world-class technologies and domain expertise to global banking and financial institutions. We are proud to have been chosen by PermataBank to play a key role in helping them to get closer to their customers in order to deliver an excellent customer experience, drive operational and compliance objectives, and improve revenue growth."