Case Study: CSU achieves 80% faster interaction analysis and 100% interaction capture with NICE Systems (Nexidia Analytics & Quality Central)

Leading BPO Develops First-of-a-Kind QA Service Based on Comprehensive Analytics

CSU, a leading Brazilian BPO with about 6,500 employees and five contact centers handling roughly 60 million contacts a year, needed faster, more accurate customer intelligence and a scalable quality-assurance offering. Their QA processes were manual, error-prone and slow, making it difficult to deliver timely insights to customers or to package QA as a stand-alone service.

CSU deployed NICE Nexidia Analytics and Quality Central with A5 Solutions and integrated results into its Insights platform to capture and analyze 100% of interactions (speech and text), automate QA workflows, and deliver real-time reporting. The rollout cut average interaction analysis from five days to 24 hours (~80% faster), boosted Quality team productivity by more than 60%, eliminated human bias in analysis, produced cost savings, enabled a first-of-its-kind independent QA service, and helped win new customer business.

CSU

Daniel Moretto

Sales Director