Overview
The world’s fifth-largest credit card processing company, Cielo, had deployed its contact center operations to a complicated network of six external business process outsourcing (BPO) partners and approximately 3,000 external agents. As the payments processing market grew rapidly, specifically in Brazil where Cielo is headquartered, the company sought greater control over its outsourced customer experience. To gain holistic insights and standardized customer experiences, Cielo adopted NICE Interaction Analytics and Quality Central (QC) to support improved quality management, mitigate risk, and convert data into valuable business intelligence.