Case Study: Porto Seguro achieves higher first-call resolution and lower contact volume with NICE Systems

Porto Seguro selected NiCE Interaction Analytics to better identify customer pain points

Porto Seguro, one of Brazil’s largest insurance providers, wanted to deepen its understanding of why customers were calling its contact center, which handles more than one million interactions each month. Building on prior success with NICE Systems’ NiCE Interaction Analytics, the company looked for better data insights to address customer pain points across health, car, life, home, and business insurance.

Using NICE Systems’ NiCE Interaction Analytics, Porto Seguro improved visibility into conversation drivers and root causes, helping its teams reduce contact volume, raise first-contact resolution, and improve customer sentiment. The results included a 6% sentiment improvement, a 13–20% reduction in repeat calls, an 86% issue resolution rate on first contact, and a 61% decrease in contact volume for financial and assistance-related calls.

Porto Seguro

Danielle Lima

Quality Manager