The new technology enables DBS to increase its contact center efficiency and improve customer satisfaction by reducing average call handle time and call volume.

DBS is the first bank in Singapore to implement NICE Interaction Analytics at its contact center, which handles over five million calls each year.

The bank can now effectively identify the type of calls that require longer handling time, whether these relate to products or services. Once these calls are flagged, the analytics solution goes one step further to pinpoint the key phrases that repeat across these calls. The bank then uses this information to determine the underlying causes, such as unclear communications, process issues, or agent knowledge gaps.

DBS is also using the systme to reduce call volume by improving first-contact resolution. This is done by identifying the reasons for repeat contact from the same customer, for instance, inquiries on payment status and online transactions.

NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.