Case Study: Itaú-Unibanco achieves 100% call recording availability and centralized contact-center operations with NICE Systems

Increasing Recording Capability And Overall Performance

Itaú, a major Brazilian financial services provider with more than 20,000 agent seats handling 63 million calls monthly, faced fragmented, outsourced recording systems with different versions and quality processes that made interaction search and internal audits difficult. The bank sought to standardize and centralize its recording and service platform to improve customer experience, reduce repeat callers and complaints, and meet regulatory retention requirements.

Itaú implemented NICE’s integrated suite—Interaction Management, Interactions Analytics, Quality Management, Real‑Time Activity Monitoring and Real‑Time Authentication—to internalize and centralize recordings and monitoring. The rollout produced a robust, scalable environment: platform availability rose from 20% to 100%, 100% of channels are monitored and voice/screen storage is replicated across two sites, screen capture rose from 0 to 15%, support expanded to 17,760 seats, five‑year retention compliance was achieved, and integrations with WFM and CTI systems improved search and analytics.

Itaú-Unibanco

Alvaro Torres

IT Manager, Itau