Case Study: Itaú‑Unibanco achieves 20% cost reduction and automated, compliant scheduling with NICE Systems' IEX Workforce Management

Reducing Operating Costs And Improving productivity Through More Efficient Scheduling

Itaú‑Unibanco, Brazil’s largest private bank with some 11,000 contact‑center agents handling over 35 million contacts a year, faced an inefficient, largely manual scheduling process complicated by stringent Brazilian telecom and labor laws. The bank needed to cut operational costs, automate scheduling, increase coaching time without harming service levels, and remain fully compliant with labor‑pact requirements.

Itaú deployed NICE IEX Workforce Management alongside NICE Interaction Recording and Quality Management, using WebStation Plus to automate schedule trades and capture adherence metrics. The solution balanced agent preferences with operational goals, virtually eliminated manual scheduling, and enabled separate site performance tracking—delivering a 20% reduction in operating costs, training hours per agent rising from 0.67 to 13.22 per month, a 6% lift in service level and a 5% increase in adherence.

Itaú-Unibanco

Daniel Demicheli

Executive Manager, Mission Control