Case Study: Porto Seguro

Porto Seguro Develops a Custom Digital Environment with NICE

As Brazil’s third-largest insurance company, Porto Seguro’s quality team deals with over one million interactions every month.

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Customer Story

  • CUSTOMER PROFILE


    ABOUT
    Porto Seguro is the third-largest Brazilian insurance company in Brazil. The company offers insurance for cars, residential, health, life, and business. The company’s portfolio also includes pensions, savings bonds, and other financial services.
    INDUSTRY
    Insurance & Finance
    WEBSITE
    www.portoseguro.com.br
    LOCATION
    HQ in Sao Paulo, Brazil
    SIZE
    2,400+
    NICE SOLUTIONS

     

    CHALLENGE


    As Brazil’s third-largest insurance company, Porto Seguro’s quality team deals with over one million interactions every month. Historically, the company has used a fully manual process for collecting data and analyzing it, preventing the team from becoming truly analytical and forward-looking. This process also made it difficult to understand customer sentiment, and whether it was tied to products or the actual customer service interaction.


    • “The use of Interaction Analytics has helped us understand customer behavior through evaluations of interactions. We’ve been able to swiftly contribute to changing behaviors, processes, and systems that impact the overall experience, all while maintaining our commitment to service quality.”

      ALINE FERRAZ

      SUPERINTENDENT OF QUALITY, SERVICE AND TRAINING - PORTO SEGURO

    SOLUTION


    Working with Blue6ix, Porto Seguro developed a custom digital environment and created a more analytical mindset among the team. Within one month, the Porto Seguro team was thinking differently, informed by valuable and specific insights from analyzing 12,000 hours of recordings and 1TB of text data. Customer sentiment improved 14%. Porto Seguro looks to continue expanding its analysis capabilities and improving the customer experience. Interaction Analytics is paving the way for more personalization via AI-powered analytics.

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