Contact Us
General Enquiries Tel: 020 8326 8326
Need Support? Tel: 020 8326 8300
calabrio
red box logo
verint

Investment Corporation Speech Analytics

3 min read Download Case Study

The Challenge

The bank identified that they didn’t have sufficient visibility and insight into their calls.   Although they could obtain information from their agents, they felt they were lacking in data regarding the customer experience.

They wanted to be able to quickly categorise and trend 100% of their calls, and to understand the issues at the heart of each and every one of them.  They were unable to shed light onto certain issues and processes to allow for continuous improvement.

NICE Call Recording

About the Customer

A world-class investment bank corporation, servicing more than 100 markets globally from over 30 locations. Dedicated to creating a continuous culture of improvement to deliver service excellence for clients.

To support its corporate customers in the EMEA region, the Bank offers outsourced call centre services via its UK-based Client Service Centre. The Centre’s representatives handle on average 15,000 incoming calls a week on behalf of the Bank’s corporate customers.

Investment Corporation Speech Analytics
Banking & Finance

The Solution

Business Systems delivered a POC where they analysed 10,000 calls from 3 different campaigns and presented the bank with compelling and in-depth analysis across different areas that required attention. From the analysis they were also able to shed light on issues relating to the Bank’s corporate customers but were unrelated to the call centre.

After the POC the bank decided to deploy the NICE Interactions Analytics system which combines both phonetic indexing and transcription allowing their contact centre to quickly categorise and trend 100% of their calls and to gain insight into each interaction.

Download the full case study

More customer case studies

Case Studies
Case Studies 14/02/21 3 min read

Equiniti Workforce Management (WFM) 

Case Studies 14/02/21 3 min read

Equiniti Speech Analytics 

Case Studies 12/02/21 3 min read

Wordwatch Tier One Banks Legacy Consolidation 

Need to make your business thrive?

If you're looking to drive greater efficiency and engagement across your team, please don't hesitate to get in touch.