Case Study: Itaucard achieves $15M cost savings, cuts repeat calls and improves compliance with NICE Systems' Interaction Analytics & Quality Management

Increased Operational Efficiency And Improved Regulatory Compliance

Itaucard, Brazil’s largest credit card issuer with over 57 million customers and an 8,000‑seat contact center operation outsourced across five providers, faced fragmented quality systems and provider-owned recording platforms that prevented consistent call selection, evaluation and process analysis. The company aimed to cut repeat calls, improve customer satisfaction and service quality, and reduce regulatory penalties.

Itaucard deployed NICE Interaction Recording, Quality Management and Interaction Analytics to capture 100% of interactions, centralize monitoring, publish consistent KPIs and drive targeted training and process changes (scripts, IVR, dispute handling). The initiative reduced repeat calls from 20.1% to 12.1%, saving about $15 million (R$24 million), halved the number of quality monitors (60 to 30), cut regulatory complaints by 21%, and enabled faster, more accurate oversight of outsourced operations.

Itaucard

Fabio Binuesa

Quality Manager, Itaucard