Thailand's Siam Commercial Bank Chooses NICE Nexidia Analytics

Banking customers today have a wide variety of choices. With services being very similar from bank to bank, organizations often have little but their customer service to differentiate them from their competitors. At the same time, customer expectations are higher than ever, and financial services organizations are having to be very careful in spending their technology budgets. Simply put, it makes the most sense to buy technology that will improve both the agent and the customer experience. One of the best technologies for achieving this goal is analytics.

Siam Commercial Bank, Thailand's first indigenous bank, offers a full range of financial services and an extensive branch network. Its contact center staff of 1,500 agents handles more than 1.5 million outbound and inbound calls each month. In an effort to boost contact center agent productivity and customer service, the bank recently implemented NICE Nexidia (News - Alert) Analytics. With all calls automatically tracked and evaluated by the interaction analytics solution, the bank’s contact center succeeded in reducing average handle times, increasing compliance with service level expectations, and improving customer satisfaction.

Since implementing the NICE Nexidia Analytics solution, SCB has benefited from increases in agent productivity, service quality, efficiency, and customer satisfaction. Average handle times were reduced, thanks to Nexidia’s capability to drill down into long calls and identify root causes related to agent behavior or technical bottlenecks. Similarly, agent compliance with script and service requirements improved with the introduction of Nexidia’s actionable intelligence, leading to a 27% jump in customer satisfaction.

“Our services are backed by our continual pursuit of technological innovation,” said Surawat Shinawatra, Head of Customer Service, Siam Commercial Bank, in a statement. “With NICE Nexidia Analytics we gained insight into 100 percent of our calls, which allowed us to understand where we had to improve and what advantages we could leverage to improve our customers’ experiences. It was a simple-to-implement, quick-win solution, delivering business value in a short period of time, with significant improvement in agent performance across multiple dimensions of contact center interactions.”

Edited by Luke Bellos