Tatra Bank, which needs to record all customer interactions for compliance reasons, has been a NICE customer since 2000. Until this latest deployment, NICE solutions were integrated with the bank's traditional PBX-based telephony system. The project to migrate to IP technology is the first to be completed in collaboration with NICE's Slovakian partner, Business Global Systems, A.S., and the bank's call centers now run on top of Cisco's IPCC (IP Contact Center) infrastructure.

"We have long recognized NICE as the leader in its field, and it was clear to us that NICE had to play a key role to ensure a smooth migration to IP technology," said Natalia Major, senior vice president, electronic distribution channels division, Tatra Bank. "NICE was an inside reference who we knew we could count on to provide us with full and timely support as we looked to make best use of technology to grow our business."

To address the combination of growing demand, increasing costs and a shrinking labor pool, the bank decided to take advantage of the flexibility provided by IP technology. By building a new call center outside Bratislava, Tatra Bank was able to lower costs and gain access to a larger number of potential employees while enjoying the benefits of running the NICE technology from Bratislava.

"Converging voice and data, our VoIP solutions give leading financial institutions across the globe enhanced functionality with which to manage customer interactions for risk management, protection against fraud and interaction content verification," said Jim Park, president of NICE EMEA. "Certification of our VoIP solutions with Cisco ensures alignment within the overall IP architecture and increases the value of our offering for Tatra Bank."