NICE Empowers Garanti Bank to Improve Customer Service and Build Brand Loyalty with its Advanced Analytics Solution
27 Novembre 2017 - 1:00PM
Business Wire
NICE’s leading Interaction Analytics solution
has helped Turkey’s second largest bank reduce complaints in its
Collection Department by nearly 15 percent while improving
regulatory adherence
NICE (Nasdaq:NICE) today announced that Turkiye Garanti
Bankası A.Ş., Turkey’s second largest private bank, is using NICE’s
leading analytics solution to boost efficiency, improve customer
satisfaction, and ensure greater regulatory adherence. In fact, the
bank reduced complaints by almost 15 percent and increased customer
satisfaction in the Collection Department within months of
implementation.
With NICE Analytics, Garanti Bank is able to quickly and
accurately detect complaint and risk of churn among its late paying
customers, as well as regulatory compliance errors. With this data,
supervisors are empowered to guide agents to take timely preventive
or corrective action before customer issues develop. The bank, with
14.5 million customers and global offices, boasts a collection call
center with more than 250 seats.
The following results were achieved just two months after the
solution was fully deployed:
NICE’s analytics capabilities have also facilitated more
effective agent evaluations, with 20 percent more calls being
evaluated and automated reports delivered to the relevant
stakeholders. The advanced dashboard and in-depth analytics provide
quality assurance teams with detailed information on KPIs such as
average handle time, holds, call transfers, silence ratios per
call, misinformed calls, and non-authenticated calls. Both ad-hoc
studies and ongoing reporting facilitate improved service,
collections and recovery, as well as increased operational
optimization for greater overall business value. Garanti Bank also
indicated that they will start using the NICE Analytics solution in
their contact center department soon as well.
The successful installation, implementation, and ongoing
consultancy services have been supported by 3-D Bilisim, a
long-standing partner of NICE.
John O’Hara, president of NICE EMEA:"We are gratified
that Garanti Bank chose NICE Analytics to reinvent its customer
service. The impressive and rapid results the bank is seeing are
reflective of the top-notch expertise and capabilities that NICE
delivers to the banking industry to help companies mitigate
demanding regulatory requirements while offering exceptional
customer-facing services.”
Teoman Alponat, Senior Vice President Retail Collection for
Garanti Bank:"We are just at the beginning of the road with the
NICE Analytics solution and we have already seen impressive
results. Not only have we decreased customer complaints, but the
quality assurance and contact center teams are also saving valuable
time. Our quality management procedures have been revolutionized,
with the conserved resources invested back into customer service
through high-value agent improvement.”
About NICENICE (Nasdaq:NICE) is the worldwide leading
provider of both cloud and on-premises enterprise software
solutions that empower organizations to make smarter decisions
based on advanced omnichannel analytics of structured and
unstructured voice and text data. NICE helps organizations of all
sizes deliver better customer service, ensure compliance, combat
fraud and safeguard citizens. Over 25,000 organizations in more
than 150 countries, including over 85 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 Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking StatementsThis 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 beliefs, expectations and assumptions of the management
of NICE Ltd. (the Company). In some cases, such forward-looking
statements can be identified by terms such as believe, expect, may,
will, intend, project, plan, estimate or similar words.
Forward-looking statements 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) potentially impacting our business and financial
condition; competition; 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; an inability to maintain certain
marketing and distribution arrangements; and the effect of newly
enacted or modified laws, regulation or standards on the Company
and our products. 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/20171127005397/en/
NICECorporate Media ContactIlana Hart,
+972-9-775-3818ilana.hart@nice.comorInvestorsMarty Cohen, +1
551 256 5354, ETir@nice.comYisca Erez +972 9 775 3798,
CETir@nice.com
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