DBS Employs NICE Interaction Analytics

DBS Bank has successfully rolled out the NICE analytics-based Quality Optimization solution at its contact center in Singapore.

The advanced NICE technology enables DBS, Singapore's largest bank, to increase its contact center efficiency and improve customer satisfaction by reducing average call handle time and call volume.

DBS is the first bank in Singapore to implement NICE Interaction Analytics at its contact center, which handles more than 5 million calls each year. The solution is specifically targeted at improving customer satisfaction and operational efficiency by providing comprehensive analyses of customer interactions and highlighting areas for improvement.

With NICE's analytics technology, DBS can identify the type of calls that require longer handling time, whether these relate to products or services. Once these calls are flagged, the analytics solution goes one step further to pinpoint the key phrases that repeat across these calls. The bank then uses this information to determine the underlying causes, such as unclear communications, process issues, or agent knowledge gaps.

DBS is also using NICE analytics to reduce call volume by improving first-contact resolution. This is done by identifying the reasons for repeat contacts from the same customer. DBS can then tailor its responses to better address customer needs.

"As an Asian bank, serving our customers well and building strong bonds with them is important," said Lena Low, head of the DBS Customer Center, in a statement. "NICE's advanced analytics technology further enhances our capabilities to improve customer engagement. It also allows us to better equip our agents with skills and knowledge that help them provide better and more personalized service. We were very pleased with NICE's support during the implementation process and we are confident that its advanced analytics technology will prove to be a significant advantage for improving productivity, workflow capabilities, and flexibility in meeting customer inquiries."

The NICE Quality Optimization solution gives DBS overall visibility of the entire contact center operation and of individual agent performance. This enables DBS to evaluate employee performance and provide additional coaching where needed. Using all of these tools, DBS can streamline operations, create a distinct customer experience, and increase revenues. 

"The successful implementation represents a further significant step in the long-term relationship between DBS and NICE and a strong collaboration for innovation in the customer service space," said Sherie Ng, managing director of NICE's operations in southeast Asia, in a statement. "NICE will continue to support DBS' vision to gain insights from customer interactions and deliver powerful business impact through operational excellence and sustainable growth in a fiercely competitive and complex environment." 

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