Case Study: Fidelity Information Services achieves 81% reduction in claim processing time with NICE Systems' Real-Time Impact solutions

Fidelity Information Services - Customer Case Study

Fidelity Information Services (FIS) Brazil, a major provider of banking and payment technologies with 7,000 agents locally, needed to extend a Real-Time Impact strategy beyond its contact center into a mainframe-driven back office. Although FIS already used call recording and quality management, it sought deeper visibility into analyst workloads, faster adaptation to new claim types, minimal IT involvement, and operational improvements to slow hiring growth and reduce legal risk from processing errors.

Working with NICE, FIS piloted and phased in Real-Time Process Optimization and Real-Time Activity Monitoring (alongside NICE Quality Management, Interaction Recording and Workforce Management), integrating with core mainframes in just two days without corporate IT. The deployment automated repetitive tasks, gave supervisors real-time visibility, and scaled across 1,500 claim processes—delivering an 81% reduction in credit card refund processing time, reduced error rates and legal exposure, and slowed hiring growth through sustained efficiency gains.

Fidelity Information Services

Marcelo Soares Dabes

Operations Executive Director