Southeast Asia’s largest bank by assets, DBS
Bank, has implemented analytics-based Quality Optimisation solution
by technology vendor NICE Systems with the aim of enabling DBS to
increase contact centre efficiency and improve customer
satisfaction by reducing average call handle time and call

NICE analytics-based Quality Optimisation
solution is specifically targeted at enhancing operational
efficiency by providing “comprehensive analyses of customer
interactions and highlighting areas for improvement”.

The NICE analytics technology is targeted at
enabling DBS to identify the type of calls that require longer
handling time and once these calls are flagged, the solution can
pinpoint the key phrases that are repeated across these calls.

DBS can then use this information to determine
the underlying causes for the repetition, such as unclear
communications, process issues, or agent knowledge gaps.

DBS is the first bank in Singapore to
implement NICE Interaction Analytics at its contact centre. Lena
Low, head of the DBS customer centre, said the new technology
allows the lender to “better equip” its agents with skills and
knowledge and offer a more personalised service.  

Sherie Ng, managing director, NICE South East
Asia, said: “NICE will continue to support DBS’ vision to gain
insights from customer interactions and deliver powerful business
impact through operational excellence and sustainable growth in a
fiercely competitive and complex environment.”