Case Study: Liq Participações cuts AHT 9% and saves $615,000/year with NICE Desktop Automation (NICE Systems)

Liq Participacoes - Customer Case Study

Liq Participações (Liq) is a major Latin American CRM and BPO provider with 55,000 employees and contact centers across ten Brazilian cities. When a leading telecom client required a new outsourced contact center for 1,400 agents to be up and profitable in six weeks, Liq faced a tight deadline to deploy solutions, speed employee onboarding, improve agent efficiency, and reduce errors across four different desktop systems while maintaining customer satisfaction.

Liq implemented NICE Desktop Automation (RPA), consolidating four CRM applications into a single UI and automating six high-volume processes using an agile, user-centered rollout. The deployment cut average handle time by 9%, saved BRL 2 million annually (over $615,000), reduced agent onboarding time by 10–15%, improved productivity and quality, lowered errors, earned industry recognition, and provided a scalable platform for continuous improvement.

Liq Participacoes

Dante Minucci

IT Manager