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First International Bank of Israel Implements NICE Interaction Analytics

The bank adds Interaction Analytics to enable delivery of industry leading customer service to retail banking customers looking to better manage their finances.
Posted Jul 16, 2009
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NICE Systems announced that the First International Bank of Israel (FIBI) has 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 has chosen 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.   

FIBI provides its clients in Israel with a full range of financial services including credit, deposits, securities, foreign exchange, financial derivatives, international trade, mortgages, pension consulting, mutual funds, portfolio management, underwriting, leasing, and international banking. FIBI is a fast growing bank, having recently completed several acquisitions. As a result the bank has increased its customer base and will be growing the number of agents in its contact center to handle the 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.  

Amnon Beck, CIO of the FIBI group and CEO of Mataf, the financial IT and operations division of FIBI, said: “FIBI is proud to be a leader in our industry in terms of the technology that we implement to support our goals for world-class service and business growth. Accordingly, 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.“

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