Italian companies eliminate processing errors,
increase customer and employee satisfaction, while slashing average
handling time by over 80%
NICE Systems (NASDAQ: NICE) has announced that Helpline
and Banca Popolare di Sondrio have implemented NICE Robotic
Automation solutions.
Helpline is part of the Istituto Centrale Delle Banche
Popolari Italiane group, which provides business process
outsourcing services for financial institutions and insurance
companies throughout Italy. Helpline’s SLAs stipulate that fraud
prevention agents must take action within five minutes of receiving
a fraud alert for a suspicious credit card transaction in order to
protect the customers’ security. In practice, agents were under too
much pressure handling data entry for their individual cases to
meet this requirement. In order to reduce repetitive, albeit
necessary, manual tasks interfering with the core activity of their
fraud prevention agents, Helpline turned to NICE.
Using NICE Real Time Process Optimization, Helpline agents are
guided by pop-ups on their screens during investigation and
interaction with the credit card holder, thus reducing handling
times and processing errors. Once human intervention is no longer
required, NICE Robotic Automation completes the time-consuming
wrap-up phase, including documenting the case and its outcome,
thereby freeing agents to focus on more value-added tasks. The
company now handles over 8,000 alerts per month with over 99%
accuracy in preventing fraudulent activity. In addition, average
handling time has been reduced by 82% while SLA success rate has
reached 100%.
Banca Popolare di Sondrio, a large Italian bank with 350
branches across the country, was looking to save time, reduce
paperwork, eliminate errors and increase efficiency its online loan
and credit approvals process. The company decided to implement NICE
Robotics to unload repetitive, mundane activities from employees
and transfer them to robots. Once a loan request is submitted, NICE
robots automatically generate a financial statement letter (a
requisite document for loan approval) by collating data from
various platforms concerning previous credit requests, loans,
mortgages and payments. This process had previously been very
time-consuming, error-prone and frustrating for employees,
entailing manual copying, pasting and data entry.
Almost immediately, Banca Popolare di Sondrio saw major
improvements: Average handle time decreased by more than 80%, from
one hour to 10 minutes; data entry errors have disappeared from
forms and financial statement letters; agents dedicate more time to
customer engagements instead of paperwork and repetitive tasks,
increasing employee motivation and customer satisfaction; increased
upsell rates; and greater back-office productivity and operational
efficiency, since robots work around the clock. NICE Robotic
Automation ensures full adherence to corporate policies regarding
visibility and employee activity tracking, as agent credentials are
attached to all operations.
Both Helpline and Banca Popolare were introduced to the NICE
solutions by long-time supplier and NICE Gold business partner RES
(Recording Enterprise Solutions).
Francesco Andreani, Helpline Contact Center Manager:
“NICE automated solutions enable our agents to focus more on the
customer instead of repetitive, manual tasks. This also gives them
the feeling that their time is valued more.”
Dr. Loris Limonta, Deputy Head of Operations, Virtual Unit,
Banca Popolare di Sondrio:
“With NICE Robotic Automation, our approval processes are
completed without errors and we have seen real savings in terms of
handle time, quality and costs. The NICE solution allows us to
better invest our time, and to dedicate ourselves to improved
customer service and customer satisfaction.”
John O’Hara, President, NICE EMEA:
“We are pleased to be playing a key role in Helpline’s credit
card fraud prevention process and in improving Banca Popolare di
Sondrio’s online loan and credit approvals process. These
implementations highlight the breadth of contact centers that can
leverage our robotic automation to transform their business by
carrying out mission-critical, but routine, time-consuming tasks
that introduce errors at all stages of a transaction and squander
valuable resources. Our solution removes these responsibilities
from employees, enabling them to focus on high-value activities
that need humans. For any organization, this means reduced
administrative costs, enhanced productivity, higher employee
motivation and quick return on investment.”
About NICE Systems
NICE Systems (NASDAQ: NICE) is the worldwide leading provider of
enterprise software solutions and is bringing about The End of Not
Knowing by generating insight based on advanced analytics of
structured and unstructured data. NICE solutions help the world’s
largest organizations deliver better customer service, ensure
compliance, combat fraud and safeguard people. Over 25,000
organizations in more than 150 countries, including over 80 of the
Fortune 100 companies, are using NICE solutions. www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Systems. All other marks are
trademarks of their respective owners. For a full list of NICE
Systems' marks, please see: www.nice.com/nice-trademarks.
Forward-Looking Statements Pertaining to NICE Systems
This press release contains forward-looking statements as that
term is defined in the Private Securities Litigation Reform Act of
1995. Such forward-looking statements, including the statements by
Mr.O’Hara, are based on the current expectations of the management
of NICE-Systems Ltd. (the Company) only, and are subject to a
number of risks and uncertainties that could cause the actual
results or performance of the Company to differ materially from
those described herein, including but not limited to the impact of
the global economic environment on the Company’s customer base
(particularly financial services firms) and the resulting
uncertainties; changes in technology and market requirements;
decline in demand for the Company's products; inability to timely
develop and introduce new technologies, products and applications;
difficulties or delays in absorbing and integrating acquired
operations, products, technologies and personnel; loss of market
share; pressure on pricing resulting from competition; and
inability to maintain certain marketing and distribution
arrangements. For a more detailed description of the risk factors
and uncertainties affecting the company, refer to the Company's
reports filed from time to time with the Securities and Exchange
Commission, including the Company’s Annual Report on Form 20-F. The
forward-looking statements contained in this press release are made
as of the date of this press release, and the Company undertakes no
obligation to update or revise them, except as required by law.
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version on businesswire.com: http://www.businesswire.com/news/home/20160516005135/en/
NICE SystemsCorporate Media ContactErik Snider, +1
877-245-7448, erik.snider@nice.comorInvestorsMarty Cohen, +1
212-574-3635, ir@nice.com, ETYisca Erez, +972 9 775
3798, ir@nice.com, CET
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