Case Study: Itaú achieves a 22% reduction in cost-per-call and end-to-end customer journey orchestration with NICE Systems' CXone

Itaú is Banking on NICE CXone to Orchestrate End-to-End Customer Journeys

Banco Itaú, Brazil’s largest private bank, needed to modernize its credit-card operations (Cartão Branco) and a complex service network of roughly 2,000 internal agents and 14,000 BPO staff. Its legacy on‑prem contact center lacked scalability, real‑time data and seamless integrations, preventing fast development and end‑to‑end orchestration across channels and products.

Itaú migrated about 8,000 seats to NICE CXone and adopted cloud WFM, CXone Recording, virtual assistants, asynchronous chat, intelligent routing and data APIs—cutting a planned three‑month data migration to one and enabling self‑service development. The platform delivered strong results: 22% lower cost‑per‑call, 50% fewer abandoned calls, 33% faster average speed of answer, 13% lower AHT, ~10% service‑level gains and 10%+ fewer repeat calls, while enabling journey orchestration across ATMs, branches and AI‑driven automation.

Itaú

Pablo Alcino Martins

Planning Manager