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 managers to forecast staffing needs, manage agent scheduling, and track performance for an efficient, effective call center with productive employees who 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 customer experience."

"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."