www.nice.com About Helpline Helpline is part of the Istituto Centrale Delle Banche Popolari Italiane (ICBPI) group, which provides business process outsourcing services for financial institutions throughout Italy. Among other services, the ICBPI group handles services related to credit and debit cards for all the banks in the group. This currently requires 450 agents in three contact center locations, the largest of which, with 270 agents, is in Milan. The Helpline contact centers serve three primary purposes: • On behalf of card issuers – handling any customer complaints, inquiries and fraud prevention. • On behalf of merchants – resolving payment problems; and technical troubleshooting for point of sale terminals. • On behalf of bank branches – technical troublesh

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