Case Study: Banco PAN achieves CX transparency and 4× customer growth with NICE Systems (CXone)

Banco PAN gains insights and influence over outsourced contact center operations with CXone

Banco PAN, a São Paulo–based digital bank focused on consumer banking and financial services, had fully outsourced its voice customer support to three BPOs by 2021 and lost visibility into their operations. Inconsistent reporting and retention-driven workflows produced high reported retention but falling customer satisfaction and unclear true performance, leaving the bank unable to control costs or reliably improve the customer experience.

Banco PAN deployed NICE CXone (live September 2022 across 1,200 agents) to centralize IVR, quality management, routing and CRM integration, giving the bank a single source of truth and operational control. The result: faster IVR updates (from 15 days to 2 hours), reduced disconnects, hang-ups, queue times and abandon rates, better audio and agent experiences, improved customer satisfaction—and ultimately a fourfold increase in customers over two years.

Banco PAN

Kelly Fires

Customer Experience Leader