PT Bank Permata (PermataBank), a private bank in Indonesia, is expanding its implementation of NICE solutions in its contact centers.
Permatabank will use NICE’s Service-to-Sales, Workforce Optimization, and PCI Compliance solutions to help address changing customer and business demands while lowering costs.
With NICE Service-to-Sales, the bank will be able to identify and act on sales opportunities that arise during customer interactions, the company said.
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).
Also, the bank selected the NICE Quality Management and Workforce Management solutions to allow contact center managers to forecast staffing needs, manage agent scheduling, and track performance.