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

LONDON–(BUSINESS WIRE)–#AgentsNICE (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
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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.

Contacts

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
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