How Evalyze helped:
This client, a top 5 player in the Brazilian financial market, operates in the banking sector with a focus on customer service. Evalyze Optimize, combined with the Email module, was implemented across branches and contact centers to ensure compliance and elevate service efficiency.
Results:
Productivity increased by 32%, and CPC (contact with the right person) rose by 37%. New contacts grew by 15%. The platform supports the management of ~5000 monthly contracts and enables the VR control of 800 analysts, ensuring consistency and operational clarity.
Context and Solution:
To meet the standards set by the Central Bank and CIP, the bank implemented Evalyze across 900 service stations at all branches and contact centers. The solution automated data imports, distributed activities via AI-driven logic, and introduced 5 workflows with 20 skill-based queues. Telephone integration enhanced omnichannel performance, while exemption rules ensured SLA compliance through automated task returns. Email automation streamlined internal and external communications. A service history log was also created for audit and forecasting purposes. Due to tailored development requirements, implementation took longer, but the outcome delivered measurable improvements in performance and governance.
