www.nice.com About TIM Brazil TIM Brasil (TIM) is one of the largest telecommunications companies in Brazil. It was the first operator in Brazil to have a nationwide presence, with operations in all states. Currently, TIM provides 61 million customers with services for mobile telephony and high-speed Internet access. TIM operates contact centers throughout Brazil, employing 12,800 front- and back-office personnel. The centers’ have an annual contact volume of 100 million interactions. The Challenge With a focus on investing in innovation and in the quality of its network, services and customer support, TIM has been automating certain kinds of processes at its contact centers for some time. However, in-house automation development was limited to those elements of the workflow th

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