News

NICE-Cisco collaboration helps banks improve customer satisfaction

March 28, 2005

RA'ANANA, Israel -- NICE Systems and Cisco Systems have announced the introduction of their "Branch of the Future" framework, according to a news release. The shared vision introduces Internet protocol networks into bank branches to shorten queues, reduce costs, enhance security and improve customer satisfaction.

The NICE contribution is based on the company's solutions for extracting insights from interactions through advanced content analytics, like voice and video content, that improve business and operational performance as well as enhance security through. The offering extends across three major areas of retail banking -- security, marketing and operations -- and across every touchpoint, including the teller's counter and the ATM.

The NICE-Cisco collaboration will accelerate the growing trend of rolling out advanced applications for retail banking, based on a converged voice and video IP infrastructure. This provides major potential for synergies between physical security and in-branch marketing, and offers the central office a real-time view of every branch's operations and customers.

"Retail banks are placing new emphasis on delivering adequate products and services through the most appropriate channels whilst cementing customer relationships," said Jordi Ferrer, Cisco Systems EMEA business development manager for the Retail Banking division. "A single view of customer interactions and behaviors is a key factor in achieving a multichannel vision."

"Together Cisco Systems and NICE deliver the insight needed to gain maximum profit from the retail banking branches of the future, while delivering truly cohesive, consistent multi-channel customer service and security to their customers," said Koby Huberman, NICE corporate vice president of the Business Development and Strategic Alliances division. "Bringing voice and video onto a common IP network offers major potential in everything from physical security to in-branch-marketing, and enables retail banks to extract the maximum value from their investments."