Case Study: Banco do Brasil achieves compliant omnichannel WhatsApp engagement with NICE CXone

Banco do Brasil centralizes 600 WhatsApp lines with NICE Systems and boosts customer conversations 1,600%

Banco do Brasil faced the challenge of managing over 600 decentralized and untraceable WhatsApp lines used by its personal bankers, creating compliance risks and service inconsistencies in a country where the messaging app is ubiquitous. To formally embrace this preferred customer channel with control and scalability, the bank partnered with NICE to implement the NICE CXone platform, seeking to centralize interactions and ensure full traceability.

The solution built in partnership with NICE, along with other technology partners, uniquely integrated these personal WhatsApp lines into the CXone environment. This allowed messages to be securely routed, recorded, and tracked, enabling team-based support while preserving the customer's personal experience. The results were transformative, with some branches reporting over 1,600% increases in customer conversations, the recovery of over 8,000 blocked customer contacts, and, critically, full compliance visibility for the first time. NICE provided the foundation for this omnichannel system that now serves over 1 million customers through this channel.

Banco do Brasil