NICE Implementation at PT Bank Permata Tbk Gains Recognition as Best CRM Project in Indonesia by The Asian Banker

NICE Systems today announced that it is the winner of a 2015 Technology Implementation Award from The Asian Banker. NICE was recognized as the Best CRM Project in Indonesia following its successful implementation at PT Bank Permata Tbk (PermataBank).  PermataBank has been using NICE’s Customer Experience solutions to automate call monitoring in their contact center, improve operational efficiency, drive business optimization, and prepare agents to handle customer interactions. One of the bank’s greatest achievements to date is increasing its agent productivity by almost 20 percent, which has helped agents deliver a better experience while reducing costs significantly.

Mr. Foo Boon Ping, Managing Editor, The Asian Banker, said:   “We are proud to recognize NICE and PermataBank for their outstanding collaboration on this project, which focused on early engagement, clear goals, and well-defined KPIs. This year we assessed regional Indonesian banks and their partner IT Vendor companies, seeking the best of the best in technology implementations. NICE and PermataBank certainly stood out among the competition.”

Bianto Surodjo, Retail Banking Director, PermataBank, said: “The NICE solutions have helped us address changing customer and business demands while lowering costs for the bank. Due to our close working relationship with NICE, we were able to explore and adopt world-class best practices while ensuring that the project was smoothly executed.”  

Raghav Sahgal, President, NICE APAC, said:  “We are committed to helping organizations like PermataBank deliver perfect customer experiences while achieving tangible business results. This award from The Asian Banker reinforces our success in meeting these objectives. The results of the implementation speak for themselves, as PermataBank has already improved agent productivity by almost 20 percent with the use of the NICE Customer Experience solutions.”