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NICE Nexidia Analytics Bolsters Digital Transformation for Universal Bank #contactcenterworld Siam Commercial Bank, Thailand's first indigenous bank, and the first financial institution in Thailand to implement NICE Nexidia Analytics, offers a full range of financial services and an extensive branch network "Our services are backed by our continual pursuit of technological innovation," said Surawat Shinawatra, Head of Customer Service, Siam Commercial Bank. "With NICE Nexidia Analytics we gained insight into 100% of our calls, which allowed us to understand where we had to improve and what advantages we could leverage to improve our customers’ experiences. It was a simple-to-implement, quick-win solution, delivering business value in a short period of time, with significant improvement in agent performance across multiple dimensions of contact center interactions." In response to rapid changes in the financial services industry, which is being reshaped by digital technology, regulatory change and new customer behavior, SCB has established a strategic plan called SCB Transformation. The program is designed to upgrade the bank’s infrastructure and enhance its long-term competitiveness. "NICE is pleased to be a part of Siam Commercial Bank’s digital transformation, helping them achieve advanced customer service and agent performance," said Darren Rushworth, APAC President, NICE. "With Nexidia Analytics, the bank’s contact center team is benefiting from a deeper understanding of consumer expectations, leading to the confidence, stability and personalization that is so critical in the financial services industry." #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Wednesday, February 23, 2022 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |