Bank Enhances Customer Service With SmartCenter

NICE Systems Ltd, a leading global provider of advanced solutions announced that BB&T, a major US bank, has selected NICE SmartCenter suite to improve customer service provided by its contact center agents.

NICE provide solutions that enable enterprises and security organizations to extract insight from interactions, transactions and surveillance to drive business performance, reduce risk and ensure safety.

 

Yochai Rozenblat, President NICE Americas, said:

"NICE leads the market in helping financial services companies build enduring and profitable customer relationships, while reducing costs. The selection of NICE by BB&T confirms this longstanding leadership in providing advanced solutions for achieving regulatory compliance, reducing costs, and improving operational efficiency and customer satisfaction."

NICE SmartCenter is a suite of pre-packaged business solutions that address specific business issues, powered by best-in-class functional
components spanning call recording, quality management, multi-channel interaction analytics, workforce management and performance management.

The business solutions address interactions across a variety of channels, from audio, email and chat to social media and text messaging,
and includes nine packaged offerings: Customer Churn Reduction, Sales Effectiveness, Customer Experience, Marketing Effectiveness, Collections Optimization, Quality Optimization, First Call Resolution Optimization, Average Handle Time Optimization and Compliance Management.

These solutions can be deployed on premise, in a hosted model, or via a managed service and can be implemented standalone or fully integrated with customer relationship management and business intelligence solutions.

About NICE Systems

NICE Systems is the leading provider of Insight from Interactions solutions and value-added services, powered by advanced analytics of unstructured multimedia content - from telephony, web, radio and video communications. NICE's solutions address the needs of the enterprise and security markets, enabling organizations to operate in an insightful and proactive manner, and take immediate action to improve business and operational performance and ensure safety and security. NICE has over 24,000 customers in more than 150 countries, including over 85 of the Fortune 100 companies. Info: www.nice.com

About BB&T

Founded in 1872, BB&T is among the largest financial-holding companies in the US, with more than $165 billion in assets, as of Sept. 30, 2009.
BB&T is a fast growing bank with a merger and acquisition strategy that includes acquiring community banks and thrifts, insurance agencies, and
non-bank financial services companies. Info: www.BBT.com.

Read more customer service news