Case Study: Porto Seguro achieves 14% increase in customer sentiment and faster call handling with NICE Systems Interaction Analytics

Porto Seguro Develops a Custom Digital Environment with NICE

Porto Seguro, Brazil’s third-largest insurer, offers auto, home, health, life and business insurance plus pensions and financial products. Its quality team faced more than one million monthly interactions but relied on fully manual data collection and analysis, which blocked forward-looking insights and made it hard to understand customer sentiment or whether issues were product- or service-related.

Partnering with Blue6ix and deploying NICE interaction analytics, CXone quality, workforce and recording tools, Porto Seguro built a custom digital environment and shifted to an analytical mindset. In one month the team analyzed 12,000 hours of voice recordings and 1 TB of text data, driving a 14% lift in customer sentiment, reducing call time by 16 seconds and idle time by 6 seconds, and establishing a foundation for AI-powered personalization and ongoing CX improvement.

Porto Seguro

Aline Ferraz

Superintendent of Quality, Service and Training