Case Study: Banco BMG achieves 90% reduction in agent effort and 50% reduction in dissatisfied customers with NICE Systems' Nexidia Analytics

The Bank’s Analytics Program Produced Greater Efficiency, Less Effort, Happier Customers

Banco BMG, a major Brazilian retail bank headquartered in Belo Horizonte with 4.8 million clients and contact centers in Minas Gerais and Goiás handling millions of interactions annually, faced rising operational strain as its customer base grew. The bank struggled with falling support efficiency, increased fraud and regulatory risk, deteriorating customer experience, and time-consuming, inconsistent manual auditing due to limited analytics.

To address this, BMG launched an Analytics 360 Program and deployed Nexidia Analytics (with integrator Blue6ix) to capture and analyze 100% of calls across key business areas, apply KPI-driven insights, automate validation and reporting, and enable fast supervisor access to results. The program delivered dramatic gains: ~90% reduction in agent/manual auditing effort, 50% fewer dissatisfied customers, ~41% reduction in non-talk time, a 20% drop in AHT, analysis of all sales calls, and an estimated $1M in savings, while improving fraud detection and regulatory readiness.

BMG

Eduardo Mazon

Executive Director