NICE (Nasdaq: NICE) has announced that its AI-powered analytics solutions have enabled Alfa-Bank to improve customer experience, the company said.
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.
Alfa-Bank is the largest universal private bank in Russia and has been 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.
NICE (Nasdaq: NICE) is a 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.