Case Study: Banco do Brasil achieves omnichannel customer engagement with NICE Systems' CXone

Connecting Employees Across Hundreds of Offices

Banco do Brasil, a 200‑year‑old financial institution serving some 83 million customers across 26 states and thousands of branches, faced fragmented, legacy systems that left hundreds of regional offices and multiple channels disconnected. The bank had little visibility into voice interactions (initially 88% of incoming calls went unanswered), manual customer feedback processes, and no centralized KPIs—hindering its ambition to deliver a consistent omnichannel experience.

To solve this, BB deployed NICE CXone as a single, cloud‑native platform and partnered with NICE Value Realization Services, onboarding 10,000 users and rolling out voice in 190 offices in just 90 days. The implementation centralized front‑ and back‑office operations, cut call abandonment from 88% to 18%, accelerated reporting (from a day to an hour), and improved customer satisfaction (voice‑specific NPS +10%), while creating a scalable foundation for broader omnichannel and AI enhancements.

Banco do Brasil

Dalton Spadotto

Project Manager