Case Study: TIM Brazil achieves 60% faster case handling, 10-point error reduction and nearly $300K annual savings with NICE Systems' Desktop Automation

Greater Productivity and Accuracy with Telecom’s Internal Process Automation

TIM Brasil, one of the country’s largest telecommunications operators serving 61 million customers with 12,800 contact-center staff and 100 million annual interactions, needed faster, more flexible automation. Its in‑house, open‑source automation approach forced heavy developer effort and limited what could be automated, leaving many back‑ and front‑office opportunities unaddressed.

TIM adopted NICE Desktop Automation, using visual workflows, WYSIWYG UI design and advanced screen capture to build and test automations quickly. Three unattended robots were deployed in the judicial‑case workflow, handling 1,100 tickets/day (the work of ~26 FTEs), cutting case time by 60% (10 → 4 minutes), reducing errors from up to 13% to 2–3%, providing 24/7 processing and delivering nearly $300,000 in annual savings, with scalable alignment of business rules for future automation.

TIM Brazil

Roberto Caldeira

Customer Relations Manager