Case Study: Eficasia achieves rapid 35% call-quality sampling compliance and avoids 35 FTE hires with NICE Systems' Interaction Analytics

Eficasia Exceeds Call Quality Analytics in Record Time with NICE

Eficasia is a Mexico‑based omnichannel BPO serving clients across Latin America. After winning a contract with a Mexican federal agency, the company faced an urgent requirement to sample 35% of calls for quality and compliance—far above its typical 1% sampling rate—and could not feasibly scale its small analytics team to meet the demand without hiring dozens of evaluators or risking contract non‑compliance.

Working with PrymeNet, Eficasia deployed NICE Interaction Analytics in just 15 days, training internal staff to run the system. The solution met the 35% sampling requirement without mass hiring, avoided potential fines or contract termination, and delivered faster detection of complaints and sentiment insights, giving Eficasia operational independence and improved customer experience.

Eficasia

Israel Romo

Subdirector