Algotech Company has, during August, in Komercijalna banka a.d. Belgrade implemented the latest generation workforce optimization and qualitative monitoring system – NICE UPTIVITY.
This project is the first instance of implementing the most advanced NICE system in Europe.
The successful implementation of the NICE Uptivity system will ensure the higher quality, better and more efficient service to Komercijalna banka’s clients, and direct insight to the work and performance of employees to the bank itself.
The system has enabled employees’ conversation and screen recording (audio and video calls, co-browsing session – recording of agents’ screens during the interaction with client) in different locations and in different bank departments.
This way, the leading bank in Serbia will improve the customer care for its services, business performance efficiency, identify potential weaknesses, and raise the level of service quality, everything in accordance with the regulations.