Yapı Kredi Drives Improved Customer Service and Greater Operational Efficiency with NICE Analytics
In less than a year, the leading Turkish Bank saw unprecedented improvement in both service and performance
metrics
NICE (Nasdaq:NICE) today announced that Yapı Kredi, one of the largest banks in Turkey, reported rapid and measurable
results from a customer insight initiative over the course of 2016. The financial institution credits NICE analytics and quality management solutions with driving this success, including doubling the effectiveness
of interaction evaluations and improving customer satisfaction with Yapı Kredi’s contact center service.
Yapı Kredi has 936 branches, with 12.9 million active customers and one of the largest credit card programs in Europe. This
customer base generates over 87 million call center interactions annually, handled by approximately 1,500 agents at three
locations.
Yapı Kredi selected the NICE solutions to create closer alignment between their frontline activities and overall business goals. With
the help of a highly experienced team from NICE’s local partner 3D, Yapı Kredi implemented NICE’s Omni-channel Recording, Quality
Management and Interaction Analytics solutions, and has already achieved positive results, including:
- An estimated 1 million fewer customer calls in 2016 alone
- Improved operational efficiency across all teams and departments, using dashboards customized for
each user type
- Evaluations of more than twice as many customer interactions in any given period, as calls that need
attention are automatically alerted to team leaders. This increased not only the speed of evaluations, but also their
effectiveness
- Regular monitoring of agents and processes, in order to continuously provide feedback to all call
center teams. The analytics-driven insights focus and shape training, recruiting, monitoring, coaching and workforce
management
- Two targeted coaching sessions per month, instead of one, as a direct result of time-saving automated
call analytics
- Identification of best practices for the most common service scenarios and processes, improving the
customer experience
- Reduced customer attrition, by correctly identifying at-risk customers and immediately addressing
their issues
Vedat Sencer Sözer, Vice President, Yapı Kredi commented: “The NICE solutions have quite simply transformed the way we do
business. We are now focused more on agent development, with a much clearer picture of our customer interactions, giving us the
insight we need to make informed decisions in our daily operations. This maximization of agent effectiveness translates directly
into a great customer experience, as well as more effective guidance for our marketing and operation teams.”
John O’Hara, president, NICE EMEA, said: “We are very pleased to have been instrumental in Yapı Kredi’s success in
reinventing their customer service in 2016. The bank has been very effective in leveraging the improved visibility, deeper insights
and quality control provided by NICE solutions to drive process changes, improve agent performance, and increase customer
satisfaction. We look forward to continued collaboration in 2017.”
About Yapı Kredi
As the first national private bank of Turkey, Yapı Kredi has set the standards for the Turkish banking sector, introducing
innovative products and services since 1944. Koç Holding, one of Turkey’s biggest conglomerates, and UniCredit, the largest banking
group in Europe, hold equal shares in Yapı Kredi, which is the fourth largest private bank in Turkey with more than 19,000
employees and 12.9 million active customers. One of the 10 most valuable brands in Turkey, Yapı Kredi is a strong franchise with an
inherent culture of customer-centric banking, innovative banking technologies, and sustainable value generation. The Bank’s
segment-based service model has earned it a leading position among financial service providers in Turkey, particularly in card
payment systems, retail banking (including individual and SME banking), corporate and commercial banking, private banking and
wealth management.
Yapı Kredi’s total assets reached 271.1 billion as of 2016. Yapı Kredi delivers its service through a network consisting of 936
branches and more than 4.300 ATMs in addition to its rich-content internet and telephone banking applications. Spearheading digital
banking in Turkey, thanks to its wide service network and value added services to customers, Yapı Kredi maintains its pioneering
position in the Turkish banking industry. www.yapikredi.com.tr
About NICE
NICE (Nasdaq:NICE) is the worldwide leading 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. www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. All other marks are
trademarks of their respective owners. For a full list of NICE’s marks, please see: www.nice.com/nice-trademarks.
Forward-Looking Statements
This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act
of 1995. Such forward-looking statements, including the statements by Mr. O’Hara, are based on the current beliefs, expectations
and assumptions of the management of NICE Ltd. (the Company). In some cases, such forward-looking statements can be identified by
terms such as believe, expect, may, will, intend, project, plan, estimate or similar words. Forward-looking statements are subject
to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from
those described herein, including but not limited to the impact of the global economic environment on the Company’s customer base
(particularly financial services firms) potentially impacting our business and financial condition; competition; changes in
technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new
technologies, products and applications; difficulties or delays in absorbing and integrating acquired operations, products,
technologies and personnel; loss of market share; an inability to maintain certain marketing and distribution arrangements; and the
effect of newly enacted or modified laws, regulation or standards on the Company and our products. For a more detailed description
of the risk factors and uncertainties affecting the company, refer to the Company's reports filed from time to time with the
Securities and Exchange Commission, including the Company’s Annual Report on Form 20-F. The forward-looking statements contained in
this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise
them, except as required by law.
NICE
Corporate Media Contact
Erik Snider, +1 551 256 5274
erik.snider@nice.com
or
Investors
Marty Cohen, +1 551 256 5354, ET
ir@nice.com
Yisca Erez +972 9 775 3798, CET
ir@nice.com
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