Case Study: AES Eletropaulo achieves 100% protocol compliance and cuts process time from 45s to 30s with NICE Systems

Increasing Operational Efficiency & Reducing Cost

AES Eletropaulo, the largest power distributor in Latin America serving 16.6 million customers, operates contact centers with 1,200 agents handling 8 million contacts a year. Facing shrinking margins and strict regulatory requirements, the utility struggled with legacy systems and high agent turnover that led to skipped processes (like protocol recovery), longer handle times, repeat calls and compliance risk—creating an urgent need to cut costs and boost operational efficiency.

Working with NICE and partner Belltech, AES implemented NICE Real Time Process Optimization to automate processes, deliver in-call agent guidance, integrate desktop applications (including SAP) and deploy scripts rapidly with Portuguese training. The solution drove clear results: 100% protocol-recovery compliance, average process time reduced from 45 to 30 seconds for new agents, fewer repeat calls, more time for service and sales, and lower regulatory risk.

AES Eletropaulo

Pedra Branca

Operation Agent