#contactcenterworld, @NICELtd, @scb_thailand
Hoboken, NJ, USA, Feb 22, 2022 -- NICE (Nasdaq: NICE) announced that Siam Commercial Bank (SCB) has seen advances in contact center agent productivity and customer service after implementing NICE Nexidia Analytics. With all calls automatically tracked and evaluated by the interaction analytics solution, the bank’s contact center succeeded in reducing average handle times, increasing compliance with service level expectations, and improving customer satisfaction.
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."
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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, @NICELtd, @scb_thailand
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com
About NICE Systems:
NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
About Siam Commercial Bank:
Siam Commercial Bank is the first bank of Thailand, informally established in 1904 as Book Club. Nowadays it is a universal banking group in Thailand.
Published: Wednesday, February 23, 2022
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