Caixa Federal do Brasil reduces its service costs in call centers by 59%, with the chatbots and IVR solution from Xtendo and Compuvox/ Maplog.
3,3 million customers
Served per month
290,000 cases handled per hour
Including unplanned spikes
59% savings
In contact center service costs
Customer industry
Financial services
Type of contracted service
Implementation of Chatbots and IVR software
Target Countries
Brazil
Target contacts
Bank customers
Xtendo Group approached Caixa Federal together with Compuvox/ Maplog, its associate in Brazil since 2008. Caixa, with almost 100 million clients, is without a doubt the most important bank in the country, given that they channel unemployment insurance and the largest part of the pension funds of all employees in Brazil. To carry out the challenge of improving the attention of its users, we demonstrate the value of our Omni-channel proposal for Automated Attention. We were chosen from 16 vendors through a demanding RFP process.
We developed a project based on a chatbot and IVR solution, reducing your call center service costs by less than half. We integrate the S1 Gateway company platform with the Compuvox/ Maplog IVRs. We managed to serve up to 3,3 million customers per month, with unexpected service peaks of up to 290,000 per hour, given that the Brazilian Government channeled the subsidies for the pandemic through Caixa.
