Alfa-Bank Drives Improved Customer Experiences by Leveraging NICE Nexidia's AI-Powered Analytics Solutions
May 28 2020 - 6:30AM
Business Wire
NICE Nexidia Analytics and NICE Quality Central
boost customer loyalty, sales and optimal service processes for
Alfa-Bank
NICE (Nasdaq: NICE) today announced that its AI-powered
analytics solutions have enabled Alfa-Bank to improve customer
experience. Alfa-Bank, one of the largest private commercial banks
in Russia, leverages NICE Nexidia Analytics and NICE Quality
Central to automatically analyze interactions and identify call
topics that resonated with customers or areas needing improvement.
With NICE's AI-driven analytics solutions, Alpha-Bank is now
empowered to proactively drive up positive experiences while
improving service processes.
"This project, driven by the NICE Nexidia Analytics and Quality
Central, has exceeded our expectations," said Ivan Pyatkov,
Director of Digital Business, Member of the Alfa-Bank Board.
"The system has already driven significant revenues for the bank
owing to growth in sales, optimization of service processes and
improved loyalty last year, and in 2020 we expect to see continued
substantial growth in profits.”
Alfa-Bank is the largest universal private bank in Russia and
has been leading in all segments of the banking business for 30
years. With a customer base of 550 thousand corporate customers and
16 million individuals, Alfa-Bank combines digital innovation with
an effective physical network. Without giving up live communication
with customers, the bank is developing “departments of the future”
with recognition based on biometrics and geolocation.
NICE Nexidia Analytics and NICE Quality Central accurately
determine the words and actions during each interaction that are
most valuable to customers, while at the same time highlighting
those that are not. These insights are incorporated into the bank's
customer communication guidelines and delivered to agents within
hours. As a result of the rapid delivery of these valuable
insights, Alfa-Bank increased sales to retail customers by 9.3% and
12.4% in the small and medium-sized businesses segment.
Additionally, based on the results of the voice analytics
system, an intelligent voice assistant tailored for Alfa-Bank's
customers is being created. This will serve as the starting point
of communication with customers and will provide more intelligible,
useful answers to customer questions.
In the coming months, the leading Russian bank will also
supplement the voice analytics system with NICE's Voice Biometrics
technology, enabling customer recognition by voice. This will boost
operations security and also allow customers to receive a variety
of remote services, without having to visit a branch.
"Alpha-Bank prides itself on staying on the cutting-edge of
technology to ensure excellent experiences for customers," said
John O’Hara, President, NICE EMEA. "They've made it a
key goal to really listen to their customers and proactively take
action to make every step in the customer journey smooth. NICE is
proud to support Alpha-Bank in bringing this vision to reality
while continually boosting revenue growth."
About NICE NICE (Nasdaq: NICE) is the world’s leading
provider of both cloud and on-premises enterprise software
solutions that empower organizations to make smarter decisions
based on advanced analytics of structured and unstructured data.
NICE helps organizations of all sizes deliver better customer
service, ensure compliance, combat fraud and safeguard citizens.
Over 25,000 organizations in more than 150 countries, including
over 85 of the Fortune 100 companies, are using NICE solutions.
www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking Statements 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 Mr. O'Hara, are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the “Company”). In some cases, such forward-looking
statements can be identified by terms such as “believe,” “expect,”
“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“plan,” “estimate,” or similar words. Forward-looking statements
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 changes in economic and business conditions,
including as a result of the COVID-19 pandemic; competition;
successful execution of the Company’s growth strategy; success and
growth of the Company’s cloud Software-as-a-Service business;
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; an
inability to maintain certain marketing and distribution
arrangements; the Company’s dependency on third-party cloud
computing platform providers, hosting facilities and service
partners;, cyber security attacks or other security breaches
against the Company; he effect of newly enacted or modified laws,
regulation or standards on the Company and our products and various
other factors and uncertainties discussed in our filings with the
U.S. Securities and Exchange Commission (the “SEC”). 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 SEC, 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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version on businesswire.com: https://www.businesswire.com/news/home/20200528005338/en/
Corporate Media Christopher Irwin-Dudek, 201-561-4442,
chris.irwin-dudek@nice.com
Investors Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Yisca Erez +972 9 775 3798, ir@nice.com, CET
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