Case Study: Garanti BBVA achieves a 20-point increase in overdue debt recovery with NICE Systems Interaction Analytics

How Garanti BBVA helps more customers get back on track with NiCE

Garanti BBVA’s Collections unit was struggling to improve recovery of overdue consumer debt, especially among customers 8 to 91 days past due. The bank was recovering less than half of overdue balances in the normal overdue window and needed better insights to keep more customers in healthy credit standing, using NICE Systems’ NiCE Interaction Analytics.

In 2024, Garanti BBVA implemented NICE Systems’ NiCE Interaction Analytics in its Collections unit, integrated with Oracle business intelligence, the data warehouse, and existing contact center systems. The solution enabled targeted restructuring offers and promise-to-pay outreach, helping recover an additional €800,000 in the first quarter, lifting the debt recovery rate from 45% to 65%, and supporting a projected annual benefit of €3,000,000.

Garanti BBVA

Halil Ibrahim

Voice & System Development Supervisor