Case Study: Stone Co achieves fewer contacts, reduced AHT and improved customer satisfaction with NICE Systems' Nexidia Analytics & Quality Central

Less is More as Brazilian Fintech Company Adopts New Analytics and QA Platform

Stone Pagamentos is a Rio de Janeiro–based fintech that provides payment processing and omnichannel commerce solutions to hundreds of thousands of merchants. Its 24/7 contact center needed better insight into customer experience: reliance on post-contact surveys and manual QA left gaps in the “voice of the customer,” contributing to onboarding errors, high average handle time (AHT), excessive non-talk time and unnecessary contacts.

Stone implemented NICE Nexidia Analytics and NICE Quality Central (deployed with local partner A5 Solutions) to capture and analyze omnichannel interactions, apply AI sentiment analysis, and centralize QA with performance-linked metrics. Within three months the company reduced onboarding errors and contact volumes, lowered AHT and non-talk time, and improved customer satisfaction—while enabling more effective coaching and trend-driven performance management.

Stone Co