NICE Systems Ltd. (Ra,anana, Israel) announced that the First International Bank of Israel (FIBI, Tel Aviv), Israel's fifth-largest banking group, completed its initial deployment of NICE's Interaction Analytics Business Solutions to improve cross-sell/upsell capabilities, increase customer satisfaction, and decrease contact center agent knowledge gaps. FIBI chose to implement Interaction Analytics from NICE to gain advanced capabilities in providing world-class customer service, and to help its customers better manage their finances, according to a press release.
In a statement, Amnon Beck, CIO of the FIBI group and CEO of Mataf, the financial IT and operations division of FIBI, commented, "We decided to implement NICE's Interaction Analytics to take our technology capabilities beyond support for regulatory compliance, and to turn our contact center into a revenue generator, which is a key value-add that we can now bring to the organization."
Having recently completed several acquisitions, FIBI is a fast-growing bank. With an increased customer base, there will be an increase in the number of agents in the banks contact center to handle the anticipated increased volumes of customer calls. FIBI is utilizing the NICE Interaction Analytics Business Solution to perform automatic categorization of cross-sell/upsell-related interactions, per product line, e.g., direct credit, to identify successful sales. This enables FIBI's contact center supervisors to identify which agent behaviors can be used as learning models for successful selling and build best practices, and which require corrective actions.
Before implementing advanced Interaction Analytics from NICE, FIBI's contact center supervisors had to spend most of their time searching for the relevant customer calls to identify what works and what doesn't in providing quality of service and value based selling efforts. The NICE solution automatically identifies these calls, and enables supervisors to focus on analyzing the right calls with the right contents. FIBI also is leveraging NICE's Agent Coaching for creating personalized coaching packages and delivering them directly to the agent's desktop for targeted training on a variety of topics, such as how to better handle customer objections. FIBI also deployed NICE's analytics-driven customer satisfaction solution to detect interactions where customer dissatisfaction is expressed.
Katherine Burger is Editorial Director of Bank Systems & Technology and Insurance & Technology, members of UBM TechWeb's InformationWeek Financial Services. She assumed leadership of Bank Systems & Technology in 2003 and of Insurance & Technology in 1991. In addition to ... View Full Bio