PermataBank expands implementation of Nice solutions in contact centers

PT Bank Permata (PermataBank) is expanding its implementation of Nice solutions in its contact centers.

The private bank in Indonesia will use Nice’s service-to-sales, workforce optimization, and PCI compliance solutions to help address changing customer and business demands while lowering costs.

The contact center deal will enable PermataBank to identify and act on sales opportunities that arise during customer interactions. The solution identifies customer calls that are relevant for sales opportunities and guides agents through the entire sales process in real time – from offer presentation to order fulfillment – helping them increase up-sell and cross-sell conversion rates and improve sales effectiveness.


PermataBank will also use Nice Interaction Management and Desktop Analytics to capture customer interactions and analyze agent desktop activity for compliance with the Payment Card Industry Data Security Standard (PCI-DSS).

The bank also selected the Nice Quality Management and Workforce Management solutions, part of the Nice WFO suite, to improve operational efficiency and quality of service. These solutions allow contact center managers to forecast staffing needs, manage agent scheduling, and track performance for an efficient, effective call center with productive employees who are well prepared to handle customer interactions.

“Nice’s technologies are in line with our vision to deliver innovative financial solutions to our customers in order to continue growing our business and maximizing revenues,” said Bernard Lokasasmita, senior vice president, Service Quality, Operational Excellence & Call Center, PermataBank.

PermataBank serves approximately two million customers in 57 cities in Indonesia. The bank runs 302 branch offices (14 of which are dedicated to sharia banking), 27 mobile branches, two payment points, 868 ATMs accessible from a network comprising 7,000 ATMs (VisaPlus, Visa Electron, MC, Alto, ATM Bersama and ATM Prima).

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