Case Study: Cielo achieves continuous customer experience improvement and KPI gains with NICE Systems' Interaction Analytics and Quality Central

Cielo Fuels continuous performance improvement with NICE Interaction Analytics and Quality Central Solutions

Cielo, Brazil’s largest (and the world’s fifth-largest) credit and debit card processor, operated contact center services through six external BPO partners and roughly 3,000 outsourced agents, resulting in fragmented tools, limited visibility, and inconsistent customer experiences. As volumes grew, Cielo needed centralized control, standardized service practices, and a way to convert disparate contact data into timely, actionable insights to reduce risk and improve quality.

Cielo deployed NICE Interaction Analytics and Quality Central (building on existing NICE Workforce Management), implemented new governance and training, and launched standardized KPIs and a central QM office. The program produced measurable improvements—one BPO saw NPS increase 24%, repeat calls drop 19%, FCR improve 40% and transfers fall 6%—while enabling real-time dashboards, targeted agent coaching, proactive recovery workflows, and ongoing data-driven service improvement.

Cielo

Thais Alves

Quality Coordinator