Case Study: KeyBank

KeyBank는 미국 전역에 약 1,000개의 지점을 운영하고 있으며, 1,000명 이상의 상담원을 통해 예금 및 대출 고객들에게 폭넓은 금융 서비스를 제공하고 있습니다. 그러나 기존 온프레미스 소프트웨어를 클라우드로 전환하는 과정에서 컨택센터 기능에 심각한 손실이 발생하며 운영에 큰 어려움을 겪었습니다.

A second migration, this time to NiCE cloud solutions, not only restored missing capabilities but empowered KeyBank leadership and employees to perform better and have greater flexibility.

01 기존 상황

미국 전역 사업 확장, 일관된 고객 경험의 과제

총자산 규모가 미국 내 상위 25위 안에 드는 KeyBank는 1,000명 이상의 내부 및 아웃소싱 상담 인력을 운영하며 광범위한 고객층에 금융 서비스를 제공하고 있습니다. 하지만 그러나 기존의 수작업 중심 스케줄 관리 방식은 시간이 많이 소요되고 운영 효율성이 떨어졌으며, 근무 일정의 유연성 또한 업계 평균에 미치지 못하는 수준이었습니다.

02 변화의 필요성

클라우드 전환, 실패에서 성공으로의 전환점

KeyBank는 가능한 모든 영역에서 온프레미스에서 클라우드 솔루션으로 전환하는 전략적 프로젝트를 진행 중이었습니다. 컨택센터의 경우, KeyBank는 처음에 기존 업체인 Genesys와 계속 협력하기로 했습니다. 하지만 이는 곧 실수였음이 드러났습니다. 해당 클라우드 제품에는 은행이 필요로 하는 여러 핵심 기능을 제공하지 못했기 때문입니다. “그들의 클라우드는 우리의 요구를 충족시키기에 충분하지 않았습니다. "저희는 말 그대로 크게 퇴보한 것이나 마찬가지였습니다."라고 KeyBank 매니저 Adam Hahn이 말했습니다.

특히 상담 수요에 대한 정확한 예측과 세분화된 스케줄 관리 기능의 손실은 가장 치명적인 문제 중 하나였으며, 결국 KeyBank는 새로운 솔루션을 모색하기 시작했습니다.

“There was nothing close to Employee Engagement Manager in our previous solutions, so we were very happy to get our hands on that. EEM was one of the biggest draws of NiCE. We’re saving analyst hours and overtime hours, and that helps my team reallocate resources to make sure we meet service levels.”

ADAM HAHN

부장
KEYBANK

03 솔루션

Superior workforce management capabilities in the NiCE cloud

As part of a larger enterprise deployment of NiCE CXone Mpower, KeyBank implemented NiCE IEX Workforce Management to improve the sophistication and flexibility of agent scheduling. “NiCE IEX Workforce Management offered everything we already had on- premise, and better,” Hahn said.

KeyBank professionals performed the seven-month migration in conjunction with NiCE Value Realization Services. “VRS was with us every step of the way and very responsive to our questions and concerns,” Hahn said. “Anyone who has the opportunity to partake in VRS really should, it’s been the best part of our 18 months with NiCE.”

To make agent self-service more natural and compelling, KeyBank also chose to deploy Enhanced Strategic Planner(ESP) for long-term capacity planning and Employee Engagement Manager. “There was nothing close to Employee Engagement Manager in our previous solutions, so we were very happy to get our hands on that. EEM was one of the biggest draws of NiCE.”

With improved workforce management capabilities and an intuitive way to manage several scheduling tasks on their own, KeyBank professionals adapted quickly to the NiCE solution. Users reported that the NiCE interface was more natural and easier to navigate than KeyBank’s previous systems. NiCE also makes it easier for agents and team leaders to visualize their time-off options and allocations, leading to a smoother experience and more flexibility for employees.

Today, KeyBank can offer its agents a wider choice in schedule intervals because NiCE can forecast and schedule with greater precision and automation. KeyBank is also able to allocate agents into more granular groups based on roles and local labor laws and can control feature access based on need. This helps the bank with work rules enforcement and, in turn, simplifies labor practice audits.

04 성과

현장과 전략을 동시에 강화한 컨택센터 성과 스토리

Switching to NiCE restored much-needed functionality in forecasting and schedule management. For employees, the ability to bid for PTO on a self-service basis is a key upgrade from past systems. VRS helped KeyBank accelerate the implementation and rollout of self-service PTO bidding, an implementation that saves the company considerable manual processing time. Overall, schedule generation is about five times faster than on the previous system. “We used to do PTO bidding by hand in Excel,” Hahn said. “NICE’s self-service PTO bidding saves us literally hundreds of man- hours at our busiest time of year, and that’s just awesome.”

Leadership enjoys stronger reporting capabilities and improved forecast accuracy based on more complete call data. As a result, KeyBank has logged a full year of monthly wins on service level, abandon rate, and ASA. Other NiCE features earning high marks from KeyBank associates include schedule swaps and automated flex-time. “EEM is making it so much easier to have the right staffing from day-to-day, and to quickly adjust if we’re running a little bit of a surplus by offering associates to grab their own time-off,” he said. “And it’s phenomenal having our teammates engage and interact with their own schedules in a user-friendly, hip way.”

이에 따라 EEM에 대한 참여도는 꾸준히 높게 유지되고 있습니다. “또한, 데이터 분석 시간과 초과 근무 시간이 줄어들며 팀원들을 효율적으로 재배치하여 서비스 수준을 안정적으로 유지할 수 있게 되었습니다."라고 설명했습니다.

05 향후 계획

효율성과 자율성, 컨택센터의 미래를 앞당기다

Substantially faster contact center data ingestion with NiCE has set KeyBank on the path to near-real-time processing, which will help the organization further adjust forecast models and methods. The contact center organization is also planning to share insights and lessons learned with other KeyBank teams to help promote wider efficiencies. EEM will soon be rolled out on mobile apps, making it easier for employees to manage their schedules from anywhere.

NiCE 덕분에 KeyBank는 AI 전략을 신속하게 진행할 수 있게 되었습니다.