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First International Bank of Israel (FIBI) is rolling out Nice’s Interaction Analytics software to improve cross-selling and decrease agent knowledge gaps in its contact centres
The analytical programme from Nice will be used at FIBI to identify which agent behaviours can be used as learning models to build best practice, suggesting corrective action where necessary.
Amnon Beck, CIO of the FIBI group and CEO of Mataf, the Financial IT and Operations division of FIBI, commented: “FIBI is proud to be a leader in our industry in terms of the technology that we implement to support our goals for world-class service and business growth. Accordingly, we decided to implement Nice’s Interaction Analytics to take our technology capabilities beyond support for regulatory compliance, and to turn our contact center into a revenue generator, which is a key value-add that we can now bring to the organization.“
Before implementing advanced Interaction Analytics from Nice, FIBI’s contact center supervisors had to spend most of their time searching for the relevant customer calls to identify what works and what doesn’t in providing quality of service and value based selling efforts. The Nice solution enables a paradigm shift, automatically identifying these calls, and enabling supervisors to focus on analysing the right calls with the right contents.
FIBI is also leveraging Nice’s Agent Coaching solution for creating personalised coaching packages and delivering them directly to the agent’s desktop for targeted training on a variety of topics, such as how to better handle customer objections. FIBI has also deployed the vendor’s analytics driven customer satisfaction solution to detect interactions where customer dissatisfaction is expressed and try to reduce such instances.
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