Case Study: Banco BMG achieves 500% increase in customer retention and 15% sales potential boost with NICE Systems' Interaction Analytics

Banco BMG transforms customer retention and sales with interaction analytics

Banco BMG, a leading Brazilian retail bank serving 5.2 million active customers and operating large contact centers, faced manual quality processes and limited insight into customer needs as it pushed a “phygital” strategy accelerated by COVID‑19. The bank needed a unified digital‑and‑physical view of the customer, better sales and retention outcomes, and targeted agent coaching to move beyond call‑listening checklists and understand which behaviors truly impacted results.

Partnering with Blue6ix and deploying NICE Interaction Analytics to analyze 100% of omnichannel interactions, Banco BMG defined KPIs, built real‑time dashboards, and used analytics to inform scripts and targeted training. Within one year the bank saw a 15% increase in sales potential, a 500% increase in retention, a 17 percentage‑point lift in prescreening, and a 44 percentage‑point improvement in objection handling.

Banco BMG

Felix Cardamone

CEO and President