Case Study: Banco PAN achieves 20% operational cost reduction and improved customer journey with NICE Systems

Banco PAN Improves the Customer Journey with NICE CXone

Banco PAN, a Brazilian digital bank serving 20 million customers with about one million monthly interactions and 2,300 agents across multiple BPOs, struggled with fragmented vendor incentives, an unreliable on‑premise IVR (92% uptime) and limited visibility into customer journeys and quality metrics. These issues undermined self‑service adoption, first‑call resolution and consistent agent performance.

By implementing NICE CXone with Quality Management, Interaction Analytics and Workforce Management plus integrations and real‑time alerts, Banco PAN centralized monitoring, full‑call speech analysis and workforce coordination while adding gamified coaching. The overhaul drove measurable gains: 20% lower operational costs, 30% higher first‑call resolution, IVR availability above 99%, agent quality up from 79 to 90, and 30% of interactions resolved via IVR self‑service.

Banco PAN

Marcello Goldkorn

Superintendent of Customer Support