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Indonesian bank selects NICE solution to improve customer experience

Zafar Anjum | Nov. 14, 2013
PT Bank Permata Tbk (PermataBank) is expanding its implementation of NICE solutions in its contact centres

PT Bank Permata Tbk (PermataBank), a private bank in Indonesia, is expanding its implementation of NICE solutions in its contact centres.

Announcing this today, a NICE Systems spokesperson said that the bank would use NICE's Service-to-Sales, Workforce Optimization, and PCI Compliance solutions to help address changing customer and business demands while lowering costs.

By implementing NICE Service-to-Sales, PermataBank will be able to identify and act on sales opportunities that arise during customer interactions.

PermataBank will also use NICE Interaction Management and Desktop Analytics to capture customer interactions and analyse agent desktop activity for compliance with the Payment Card Industry Data Security Standard (PCI-DSS), according to the software vendor.

"NICE's technologies are in line with our vision to deliver innovative financial solutions to our customers in order to continue growing our business and maximizing revenues," said Bernard Lokasasmita, Senior Vice President, Service Quality, Operational Excellence & Call Centre, PermataBank.

PT Bank Permata Tbk (PermataBank) was formed by a merger of five banks: PT. Bank Bali Tbk, PT. Bank Universal Tbk, PT. Bank Artamedia, PT. Bank Patriot and PT. Bank Prima Express in 2002. It has grown to be a major bank within the Indonesian banking sector.

 

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