Caixa Federal of Brazil
Caixa Federal de Brasil reduces its call center costs by 59% with the chatbot and IVR solution from Xtendo and Compuvox/ Maplog
Client Industry
Financial Services
Target Contact
Bank Clients
Type of service contracted
Implementation of Chatbots and IVR software
Target Country
Brazil
3.3 million customers
Number of patients seen per month
290,000 cases handled per hour
Including unplanned spikes
59% savings
In contact center operating costs
What they say about Xtendo
Xtendo Global approached Caixa Federal in conjunction with Compuvox/Maplog, its partner in Brazil since 2008. With almost 100 million customers, Caixa is undoubtedly the most important bank in the country, as it channels unemployment insurance and the majority of pension funds for all employees in Brazil.
To meet the challenge of improving customer service, we demonstrated the value of our Omnichannel Automated Customer Service proposal.
We were chosen from among 16 suppliers through a demanding RFP process.
We developed a project based on a chatbot and IVR solution, reducing their call center customer service costs by more than half. We integrated the S1 Gateway company platform with Compuvox/Maplog IVRs.
We managed to serve up to 3.3 million customers per month, with unexpected peaks of up to 290,000 per hour, given that the Brazilian Government channeled pandemic subsidies through Caixa.
