Nice helped Itau Unibanco build an AI-enhanced contact center by implementing CXone Mpower, supporting 4,500 agents with advanced tools. This solution improved average handle time by 15% and decreased interactions by 13%, enhancing both customer and agent experiences. Nice’s platform provided a solid foundation for AI-driven service, enabling more efficient support across the bank’s diverse financial products and boosting operational efficiency while driving enterprise growth in Brazil’s largest private bank.

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