Banco PAN Revolutionizes CX with NICE CXone

CXone provides a unified platform for CRM integration, Quality Management, and Interaction Analytics

NICE announced that Banco PAN, a complete digital banking and consumer platform in Brazil, has found significant improvements moving from the incumbent, on-premises solution to NICE CXone, the industry-leading cloud-native CX platform. Serving over 30 million customers and handling over one million monthly interactions across voice and digital channels, the bank uses the CXone platform’s Quality Management, Interaction Analytics, and Workforce Management solutions to empower agents, create a seamless customer experience, and decrease operational costs.

Banco PAN implemented CXone to overhaul operations with technology to support future growth and to digitally revolutionize the customer experience. Banco PAN can now quickly identify operational issues affecting account holders and optimize operations with much greater ease. Banco PAN found a 25 percent improvement in first-call resolution, reduced operational costs by 20 percent and increased system availability by 7 percent. An internal team developed a series of integrations and automations that enabled the bank to introduce new self-service options and adjust them over time. The bank can also coordinate among more BPO providers to serve the same line of business, instead of allocating fixed slices of the business to each.

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Cesar Ribeiro, Executive Superintendent of Customer Service and Operations, Banco PAN, said, “NICE CXone has helped us meet our primary goals to provide better and faster answers to our clients and to quickly address problems identifying evasion risks and negative sentiment than can generate customer friction. Instead of needing days or weeks to identify and solve problems, we can coordinate the contact center, IT, and product teams to fix issues in a matter of hours, and as a result we reduced call abandonment by half.”

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Dan Belanger, President, NICE Americas, said, “Understanding the full customer journey is key to providing exceptional CX. NICE’s award-winning CXone platform allows businesses to operate with a solution that can allow them to be one step ahead when it comes to customer experience. I’m thrilled with the success Banco PAN is showing and I look forward to seeing its growth in CALA.”

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