Workforce Optimization Featured Article

NICE Solution Turns FIBI Contact Center into Revenue Generator

July 16, 2009

By Stefania Viscusi,
Assignment Desk Editor

A Ra’anana, Israel- based provider of advanced solutions that are designed to improve business performance today announced that the initial deployment of its so-called “Interaction Analytics Business Solutions” has been completed for the First International Bank of Israel, or “FIBI.”
Officials at NICE Systems (News - Alert) say that the addition of their interaction analytics solution will help to improve customer service delivery at the bank, including better cross-sell and up-sell capabilities for retail banking customers.
The bank is using NICE’s solution to help identify successful sales, as well as agent behaviors that can be used for learning models, including those that require corrective actions.
According to Amnon Beck, CIO of the FIBI group and CEO of Mataf, the Financial IT and Operations division of FIBI, the decision to implement NICE’s solution came along with a need to take their support capabilities beyond regulatory compliance and help turn their contact center into a “revenue generator.”
Based on the fast growth it’s experiencing after a number of completed acquisitions, the bank said it also plans to increase the number of agents in its contact center. With NICE’s system in place, supervisors can now immediately identify and analyze calls that are relevant instead of wasting time searching for the information they needed to ensure quality of service.
In addition to the interaction analytics offering from NICE, FIBI is also using their so-called “agent coaching” offering to provide targeted training right to the agents desktop.
“NICE’s Interaction Analytics solutions are helping FIBI raise the bar on their contact center operations by providing a unique opportunity to turn the contact center into a revenue generator, an important benefit particularly in today’s economic environment,” said Barak Eilam (News - Alert), president of interactions business applications at NICE Systems.

Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.

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