Case Study: SunTrust achieves 100% interaction capture and improved quality management with NICE Systems

SunTrust - Customer Case Study

SunTrust Banks, Inc., a major regional financial services firm with $173.4B in assets (2012), 1,600+ branches and 2,900 ATMs, operates six contact centers with over 2,000 agents handling up to 35 million interactions a year. Facing limitations with their legacy quality-management vendor, SunTrust needed a more flexible, dynamic solution for call evaluation, data capture and integration with existing workforce and performance tools.

SunTrust expanded its existing NICE deployment to include NICE Interaction Management and NICE Quality Management alongside NICE IEX Workforce and Performance Management. The new solution captured 100% of interactions, supported dynamic evaluation forms, consolidated multiple ACDs, improved coaching and agent self‑management via iPerform, and delivered detailed monitoring and reporting—raising service quality and operational visibility and prompting exploration of NICE Interaction Analytics.

SunTrust

Dwight Chowning

Assistant Vice President, SunTrust