Banco PAN Enhances Customer Experience with NICE CXone
Banco PAN Upgrades Customer Experience with NICE CXone
Banco PAN, a digital banking leader in Brazil, has made significant strides in enhancing customer experience by adopting NICE CXone, a renowned cloud-native customer experience platform. With over 30 million customers and monthly interactions exceeding one million, Banco PAN utilizes NICE's solutions in Quality Management, Interaction Analytics, and Workforce Management. This transition from a previously used on-premises solution to the cloud has paved the way for improved agent empowerment, a seamless customer journey, and lowered operational expenses.
Driving Growth Through Technological Innovation
The decision to integrate NICE CXone into its operations is part of Banco PAN's broader vision for future growth. The solution provides the bank with the tools necessary to pinpoint operational issues swiftly and improve efficiency. As a result of this strategic move, Banco PAN has witnessed a remarkable 25% increase in first-call resolution rates, a 20% reduction in operational costs, and a 7% improvement in system availability. Moreover, the bank has successfully rolled out several automated features that facilitate self-service options for customers, enhancing their overall experience.
Key Insights from Banco PAN Executives
Cesar Ribeiro, Executive Superintendent of Customer Service and Operations at Banco PAN, highlighted the impact of NICE CXone on their service efficiency. He stated, “NICE CXone has empowered us to provide better and faster responses to our clients, allowing us to identify evasion risks and address customer sentiment issues promptly. Our coordination among contact center, IT, and product teams now enables us to resolve issues in hours—reducing call abandonment by half.”
The Future of Customer Experience with NICE
Dan Belanger, President of NICE Americas, emphasized the importance of understanding the entire customer journey. He remarked, “NICE's award-winning CXone platform enables organizations to anticipate customer needs effectively. The success Banco PAN has achieved is a testament to the effectiveness of our technology, and I am excited about their ongoing growth.”
About Banco PAN
Banco PAN S.A. is a digital bank under the control of Banco BTG Pactual S.A., possessing a net worth of R$ 8 billion. The bank operates as a comprehensive digital platform aimed at individuals, offering various products supported by modern technology. Its services span banking, credit, payment systems, insurance, investments, and market solutions.
About NICE
NICE (Nasdaq: NICE) has established itself as a leader in delivering exceptional customer experiences for organizations globally. Recognized for its cloud-native platform, CXone, NICE provides a landscape where over 25,000 businesses—including 85 of the Fortune 100—can enhance each customer interaction through AI-powered software solutions.
Frequently Asked Questions
What is NICE CXone?
NICE CXone is a cloud-native customer experience platform that enables organizations to streamline operations and improve customer interactions through various AI-driven solutions.
How has Banco PAN benefited from using NICE CXone?
Banco PAN has experienced a significant increase in first-call resolution rates, a reduction in operational costs, and a boost in their overall system availability since integrating NICE CXone.
What industries can benefit from NICE CXone?
NICE CXone is versatile and can be used across various industries, including banking, telecommunications, and e-commerce, to enhance customer service capabilities.
Who controls Banco PAN?
Banco PAN is controlled by Banco BTG Pactual S.A., which plays a significant role in its operations and strategic direction.
What does NICE primarily focus on?
NICE focuses on providing AI-powered customer experience solutions that improve service quality and operational efficiency for contact centers worldwide.
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