Case Study Customer Profile Financial Services Website www.bancobmg.com.br Location Minas Gerais and Goias, Brazil Business Needs • Operational efficiency • Fraud prevention • Customer satisfaction • Regulatory adherence NICE Solution • Nexidia Analytics The Impact • 90% reduction in agent effort • 50% reduction in dissatisfied customers • 41% reduction in non-talk time • 20% reduction in AHT The Bank’s Analytics Program Produced Greater Efficiency, Less Effort, Happier Customers About Banco BMG Banco BMG (“BMG”), headquartered in Belo Horizonte, is one of Brazil’s leading retail banks. The bank primarily provides payroll deductible credit card withdrawals through more than 800 branches to its 4.8 million clients who opened 830K new accounts and 4M new cards in 2019 alone.

Join for free to read