Case Study: NeoBPO achieves 200% productivity increase and 85% QA automation with NICE Systems (Nexidia Analytics & Quality Central)

A Digital transformation with a dramatic boost to productivity

NeoBPO Serviços de Processos de Negócio is one of Latin America’s largest business process outsourcers, with 11 operational units, over 14,600 employees and 24-hour contact centers across Brazil. The company needed a digital transformation of its voice-of-the-customer and quality assurance processes because legacy monitoring was slow, time-consuming and focused on outdated issues — a need made more urgent by COVID-driven shifts in outsourcing demand.

NeoBPO implemented NICE Nexidia Interaction Analytics and Quality Central with partner Blue6ix, building 2,400 voice-analytics queries (automation, reason, business and CX types) to automate and scale QA. The solution delivered 85% QA automation, a 30x increase in evaluations, a 200% productivity gain, staff and cost savings, faster large-scale interaction analysis and actionable insights in hours instead of months.

NeoBPO

Maycon Da Pureza Xavier

Planning Director