Banco PAN Revolutionizes CX with NICE CXone
Banco PAN, a digital banking platform in Brazil serving over 30 million customers, has significantly improved its customer experience by implementing NICE CXone, a cloud-native CX platform. The bank handles over one million monthly interactions across voice and digital channels using CXone's Quality Management, Interaction Analytics, and Workforce Management solutions.
Key improvements include:
- 25% increase in first-call resolution
- 20% reduction in operational costs
- 7% increase in system availability
- 50% reduction in call abandonment
Banco PAN can now quickly identify and address operational issues, optimize operations, and introduce new self-service options. The implementation has allowed the bank to coordinate among multiple BPO providers more efficiently and revolutionize its customer experience.
Banco PAN, una piattaforma di banking digitale in Brasile che serve oltre 30 milioni di clienti, ha notevolmente migliorato la propria esperienza cliente implementando NICE CXone, una piattaforma CX nativa nel cloud. La banca gestisce oltre un milione di interazioni mensili attraverso canali vocali e digitali utilizzando le soluzioni di Gestione della Qualità, Analisi delle Interazioni e Gestione della Forza Lavoro di CXone.
I principali miglioramenti includono:
- Aumento del 25% nella risoluzione alla prima chiamata
- Riduzione del 20% dei costi operativi
- Aumento del 7% della disponibilità del sistema
- Riduzione del 50% nell’abbandono delle chiamate
Banco PAN può ora identificare e affrontare rapidamente i problemi operativi, ottimizzare le operazioni e introdurre nuove opzioni di self-service. L'implementazione ha permesso alla banca di coordinarsi in modo più efficiente tra più fornitori di BPO e rivoluzionare l’esperienza cliente.
Banco PAN, una plataforma de banca digital en Brasil que atiende a más de 30 millones de clientes, ha mejorado significativamente su experiencia del cliente al implementar NICE CXone, una plataforma de CX nativa en la nube. El banco maneja más de un millón de interacciones mensuales a través de canales de voz y digitales utilizando las soluciones de Gestión de Calidad, Análisis de Interacciones y Gestión de Fuerza Laboral de CXone.
Las mejoras clave incluyen:
- Aumento del 25% en la resolución en la primera llamada
- Reducción del 20% en los costos operativos
- Aumento del 7% en la disponibilidad del sistema
- Reducción del 50% en el abandono de llamadas
Banco PAN ahora puede identificar y abordar rápidamente problemas operativos, optimizar sus operaciones e introducir nuevas opciones de autoservicio. La implementación ha permitido al banco coordinarse entre múltiples proveedores de BPO de manera más eficiente y revolucionar su experiencia del cliente.
Banco PAN은 브라질에서 3천만 명 이상의 고객을 서비스하는 디지털 은행 플랫폼으로, NICE CXone 클라우드 기반 CX 플랫폼을 도입하여 고객 경험을 크게 향상시켰습니다. 이 은행은 CXone의 품질 관리, 상호작용 분석 및 인력 관리 솔루션을 사용하여 매달 백만 건 이상의 음성과 디지털 채널 상호작용을 처리합니다.
주요 개선 사항은 다음과 같습니다:
- 첫 통화 해결률 25% 증가
- 운영 비용 20% 감소
- 시스템 가용성 7% 증가
- 전화 포기율 50% 감소
Banco PAN은 이제 운영 문제를 신속하게 식별하고 해결하며, 운영을 최적화하고 새로운 자가 서비스 옵션을 도입할 수 있습니다. 이 도입 덕분에 은행은 여러 BPO 공급자 간의 효율적인 조정을 통해 고객 경험을 혁신할 수 있었습니다.
Banco PAN, une plateforme bancaire numérique au Brésil qui sert plus de 30 millions de clients, a considérablement amélioré son expérience client en mettant en œuvre NICE CXone, une plateforme CX native cloud. La banque gère plus d'un million d'interactions mensuelles via des canaux vocaux et numériques en utilisant les solutions de gestion de la qualité, d'analyse des interactions et de gestion des effectifs de CXone.
Les améliorations clés incluent :
- Augmentation de 25 % de la résolution dès le premier appel
- Réduction de 20 % des coûts opérationnels
- Augmentation de 7 % de la disponibilité du système
- Réduction de 50 % de l'abandon des appels
Banco PAN peut désormais identifier et résoudre rapidement les problèmes opérationnels, optimiser ses opérations et introduire de nouvelles options de libre-service. La mise en œuvre a permis à la banque de mieux coordonner plusieurs fournisseurs de BPO et de révolutionner son expérience client.
Banco PAN, eine digitale Banking-Plattform in Brasilien, die über 30 Millionen Kunden bedient, hat ihre Kundenerfahrung erheblich verbessert, indem sie NICE CXone, eine cloud-native CX-Plattform, implementiert hat. Die Bank bearbeitet über eine Million monatliche Interaktionen über Sprach- und digitale Kanäle unter Verwendung von CXones Lösungen für Qualitätsmanagement, Interaktionsanalysen und Workforce-Management.
Wichtige Verbesserungen sind:
- 25% Steigerung der Erstlösungsquote
- 20% Reduktion der Betriebskosten
- 7% Erhöhung der Systemverfügbarkeit
- 50% Reduktion der Anrufabbruchrate
Banco PAN kann nun schnell betriebliche Probleme identifizieren und angehen, die Abläufe optimieren und neue Self-Service-Optionen einführen. Die Implementierung hat der Bank ermöglicht, effizienter zwischen mehreren BPO-Anbietern zu koordinieren und ihre Kundenerfahrung zu revolutionieren.
- 25% improvement in first-call resolution
- 20% reduction in operational costs
- 7% increase in system availability
- 50% reduction in call abandonment
- Improved ability to quickly identify and address operational issues
- Enhanced coordination among BPO providers
- Introduction of new self-service options
- None.
Insights
Banco PAN's adoption of NICE CXone marks a significant leap in customer experience management. The 25% improvement in first-call resolution and 50% reduction in call abandonment are impressive metrics that directly impact customer satisfaction. These improvements, coupled with the 20% reduction in operational costs, demonstrate a rare win-win scenario where both customer experience and operational efficiency have been enhanced.
The ability to quickly identify and resolve issues "in a matter of hours" instead of days or weeks is a game-changer in the banking sector, where customer trust and satisfaction are paramount. This agility in problem-solving, combined with the new self-service options, positions Banco PAN to better compete in the digital banking landscape.
The 7% increase in system availability may seem modest, but in a high-volume operation handling over a million monthly interactions, this translates to significant improvements in service reliability and customer accessibility. Overall, this implementation showcases how cloud-native CX platforms can transform traditional banking operations, setting a new standard for customer service in the financial sector.
The migration from an on-premises solution to NICE CXone's cloud-native platform represents a strategic shift for Banco PAN, aligning with the broader trend of digital transformation in banking. This move not only modernizes their customer service infrastructure but also provides scalability to support future growth, which is important in the competitive Brazilian banking market.
The integration of Quality Management, Interaction Analytics and Workforce Management solutions creates a comprehensive ecosystem that empowers agents and optimizes operations. The ability to coordinate among multiple BPO providers for the same line of business introduces flexibility in resource allocation, potentially leading to cost optimizations and improved service quality.
From an investor perspective, the 20% reduction in operational costs is particularly noteworthy, as it directly impacts the bottom line. This efficiency gain, combined with improved customer service metrics, suggests a positive trajectory for Banco PAN's competitiveness and profitability in the digital banking space. The investment in CXone appears to be yielding tangible returns, positioning the bank for sustainable growth in its digital and consumer platform offerings.
CXone provides a unified platform for CRM integration, Quality Management, and Interaction Analytics
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.
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.”
Dan Belanger, President, NICE
About Banco PAN
Banco PAN S.A. (BPAN4) is a bank controlled by Banco BTG Pactual S.A. It has a net worth of
About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. All other marks are trademarks of their respective owners. For a full list of NICE’s marks, please see: www.nice.com/nice-trademarks.
Forward-Looking Statements
This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by Mr. Belanger are based on the current beliefs, expectations and assumptions of the management of NICE Ltd. (the “Company”). In some cases, such forward-looking statements can be identified by terms such as “believe,” “expect,” “seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,” “plan,” “estimate,” or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of changes in economic and business conditions; competition; successful execution of the Company’s growth strategy; success and growth of the Company’s cloud Software-as-a-Service business; changes in technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties in making additional acquisitions or difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; an inability to maintain certain marketing and distribution arrangements; the Company’s dependency on third-party cloud computing platform providers, hosting facilities and service partners; cyber security attacks or other security breaches against the Company; privacy concerns; changes in currency exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political conditions, such as the impact of conflicts in the
View source version on businesswire.com: https://www.businesswire.com/news/home/20240925875783/en/
Corporate Media
Christopher Irwin-Dudek, +1 201 561 4442, media@nice.com, ET
Investors
Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, ir@nice.com, CET
Source: NICE
FAQ
What improvements did Banco PAN see after implementing NICE CXone?
How many customers does Banco PAN serve with NICE CXone?
What specific NICE CXone solutions does Banco PAN use?
How has NICE CXone helped Banco PAN address customer issues?
