NICE Solutions Selected by PT Bank Permata Tbk to Improve Customer Experience
and Drive Revenue Growth
The strength of the NICE offering comes from the company's deep expertise in
both the banking domain and the contact center
PARAMUS, New Jersey, November 13, 2013
PARAMUS, New Jersey, November 13, 2013 /PRNewswire/ --
NICE Systems (NASDAQ: NICE) today announced that PT Bank Permata Tbk
(PermataBank), a private bank in Indonesia, is expanding its implementation of
NICE solutions in its contact centers. The bank will 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. The
solution identifies customer calls that are relevant for sales opportunities
and guides agents through the entire sales process in real time - from offer
presentation to order fulfillment - helping them increase up-sell and
cross-sell conversion rates and improve sales effectiveness. By making the
right offer at the right time, the bank should be able to enhance its
customers' experience and increase its revenues.
For example, when a customer calls the bank for a short-term loan, based on
interaction context, customer profile, and agent skills, the system can
identify a targeted sales opportunity. The system first guides the agent to
inquire about the reason for the loan. It then determines the next best offer
based on customer needs - in this case, a promotion for cash-on-credit. Offer
details, key selling points, and rebuttals are provided to the agent who must
simply follow the guidance for a successful sell.
PermataBank will also use NICE Interaction Management and Desktop Analytics to
capture customer interactions and analyze agent desktop activity for
compliance with the Payment Card Industry Data Security Standard (PCI-DSS).
As well, the bank selected the NICE Quality Management and Workforce
Management solutions, part of the NICE WFO suite, to improve operational
efficiency and quality of service. These solutions allow contact center
managersto forecast staffing needs, manage agent scheduling, and track
performance for an efficient, effective call center with productive
employeeswho are well prepared to handle customer interactions.
"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 Center, PermataBank. "We
selected NICE due to its domain expertise and broad vision, which enable us to
leverage its solutions for workforce optimization, process enhancement, and
"NICE is committed to helping PermataBank achieve its business goals by
delivering tailored solutions for customer interaction management," said
Sherie Ng, Managing Director, NICE South East Asia. "NICE brings world-class
technologies and domain expertise to global banking and financial
institutions. We are proud to have been chosen by PermataBank to play a key
role in helping them to get closer to their customers in order to deliver an
excellent customer experience, drive operational and compliance objectives,
and improve revenue growth."
About PT Bank Permata Tbk
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 that offers innovative and comprehensive banking
products and services, especially with its delivery channels that are equipped
with Internet Banking and Mobile Banking features. PermataBank envisions
becoming the pioneer in delivering innovative financial solutions. Serving
approximately two million customers in 57 cities in Indonesia, the Bank runs
302 branch offices (14 of which are dedicated to sharia banking), 27 mobile
branches, two payment points, 868 ATMs accessible from a network comprising
7,000 ATMs (VisaPlus, Visa Electron, MC, Alto, ATM Bersama and ATM Prima).
NICE Systems (NASDAQ: NICE) is the worldwide leading provider of software
solutions that enable organizations to take the next best action in order to
improve customer experience and business results, ensure compliance, fight
financial crime, and safeguard people and assets. NICE's solutions empower
organizations to capture, analyze, and apply, in real time, insights from both
structured and unstructured Big Data. This data comes from multiple sources,
including phone calls, mobile apps, emails, chat, social media, video, and
transactions. NICE solutions are used by over 25,000 organizations in more
than 150 countries, including over 80 of the Fortune 100 companies.
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks
of NICE Systems. All other marks are trademarks of their respective owners.
For a full list of NICE Systems' marks, please see:
This press release contains forward-looking statements as that term is defined
in the Private Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Messer Ng, are based on the current
expectations of the management of NICE-Systems Ltd. (the Company) only, and
are subject to a number of risks and uncertainties that could cause the actual
results or performance of the Company to differ materially from those
described herein, including but not limited to the impact of the global
economic environment on the Company's customer base (particularly financial
services firms) and the resulting uncertainties; changes in technology and
market requirements; decline in demand for the Company's products; inability
to timely develop and introduce new technologies, products and applications;
difficulties or delays in absorbing and integrating acquired operations,
products, technologies and personnel; loss of market share; pressure on
pricing resulting from competition; and inability to maintain certain
marketing and distribution arrangements. For a more detailed description of
the risk factors and uncertainties affecting the company, refer to the
Company's reports filed from time to time with the Securities and Exchange
Commission, including the Company's Annual Report on Form 20-F. The
forward-looking statements contained in this press release are made as of the
date of this press release, and the Company undertakes no obligation to update
or revise them, except as required by law.
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SOURCE NICE Systems Ltd.
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