NICE announced that CSU, a leading Brazilian business process outsourcer and technology services provider, is adopting NICE’s cloud-based Nexidia Analytics solution to improve quality and efficiency throughout its contact centers. With omnichannel capabilities and automation, NICE is providing CSU comprehensive interaction analytics and a ten-fold improvement in efficiency with the service it provides for its customers.
CSU, with approximately 6,000 employees in five locations throughout Brazil, handles over 35 million interactions per year through its customer service outsourcing unit, CSU.Contact. The unit provides customized, innovative customer relationship solutions, with up to 80 people dedicated to quality assurance (QA) at all times.
Working with its local Brazilian partner, Telesul, NICE has automated key elements of CSU.Contact’s quality assurance processes. This includes automatic selection of customer contacts for each QA agent to handle, according to predefined criteria determined by CSU.Contact. Then, each QA form is automatically filled out with objective information by the Nexidia-based tools.
By reducing the QA team’s manual tasks and using analytics-driven customer call selection, CSU saw a dramatic ten-fold increase in efficiency and a transformation of the entire QA process. Quality Assurance agents are now dedicating their time and attention to generating actionable business insights for CSU.Contact customers. These insights are further enriched by applying omnichannel analytics across customer interactions to improve real-time analysis and critical decision-making.
Ricardo Leite, CFO, IRO and CSU.Contact General Director: “We are pleased to work in partnership with NICE on optimizing our Insights CSU.Contact and Bots CSU.Contact services. Together, we are perfecting a service model that unites the very best in people and technology, providing rapid analysis of large volumes of various types of customer interactions across multiple channels. Our Quality Assurance teams are able to provide more extensive services, and CSU is able to deliver greater business insight and process improvement recommendations to our customers.”
Yaron Hertz, president, NICE Americas: “CSU.Contact is one of NICE’s most innovative clients and the first contact center in Latin America to implement NICE’s Nexidia Analytics solution. This is the latest indication of remote service providers, among more and more companies in all industries, seeking to reinvent their customer service and achieve their business objectives with analytics-driven process optimization. NICE Analytics is meeting this demand with unprecedented accuracy, automation and scalability, enabling enterprises to leverage powerful insights gained from omnichannel interactions and ensure a rapid ROI.”