List of Nice CXone Interactive Voice Response Customers
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Since 2010, our global team of researchers has been studying Nice CXone Interactive Voice Response customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Nice CXone Interactive Voice Response for Interactive Voice Response (IVR) from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Nice CXone Interactive Voice Response for Interactive Voice Response (IVR) include: Northwestern Mutual, a United States based Banking and Financial Services organisation with 7000 employees and revenues of $36.12 billion, Valvoline Inc, a United States based Oil, Gas and Chemicals organisation with 8900 employees and revenues of $1.24 billion, Language Line Services, a United States based Professional Services organisation with 10000 employees and revenues of $1.00 billion, OneSource Virtual, a United States based Professional Services organisation with 1000 employees and revenues of $200.0 million and many others.
Contact us if you need a completed and verified list of companies using Nice CXone Interactive Voice Response, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Nice CXone Interactive Voice Response customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Language Line Services | Professional Services | 10000 | $1.0B | United States | Nice Systems | Nice CXone Interactive Voice Response | Interactive Voice Response (IVR) | 2018 | n/a |
In 2018, LanguageLine Services implemented Nice CXone Interactive Voice Response to support high-volume interpreting services. The deployment emphasized Interactive Voice Response (IVR) capabilities to enable Voice-as-a-Service and omnichannel routing across North America, aligning the contact center platform with large-scale call and session handling requirements.
Nice CXone Interactive Voice Response was configured to provide programmable IVR workflows, speech and touch-tone routing, and session orchestration for interpreting engagements. Configuration work focused on interactive routing logic, queue management and voice quality controls to reduce wait times and to normalize call handling for peak volume periods.
Operational coverage centered on contact center and interpreting operations across North America, with integrations focused on omnichannel routing and telephony session handling to support both voice-centric and multichannel contact flows. The implementation scaled IVR-driven self-service and agent handoff paths to streamline interpreter session matching and to improve routing efficiency for high-volume interactions.
Governance efforts included centralized routing policies and operational runbooks to manage interactive routing and queue behavior. According to the case study, Nice CXone Interactive Voice Response delivered major operational savings and reduced queue times, reflecting improved voice quality and omnichannel routing efficiencies.
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Northwestern Mutual | Banking and Financial Services | 7000 | $36.1B | United States | Nice Systems | Nice CXone Interactive Voice Response | Interactive Voice Response (IVR) | 2015 | n/a |
In 2015, Northwestern Mutual deployed Nice CXone Interactive Voice Response to support its Contact/Call Centre Modernization Initiative. The Nice CXone Interactive Voice Response implementation addressed Interactive Voice Response (IVR) needs for call routing and self‑service within the enterprise contact center, aligned to objectives for workforce optimization, improved first call resolution, and building a Customer 360 view.
Implementation centered on IVR call flow configuration, automated self‑service menus, and integration points for speech analytics and voice authentication. The deployment connected IVR prompts and voice channels to speech analytics tooling, and incorporated voice authentication and fraud detection capabilities to support compliance and risk management workflows. Core functional capabilities included IVR scripting, automated call routing, and telemetry collection for downstream analytics.
Integrations were explicitly orchestrated with Nexidia speech analytics, Pindrop voice authentication and fraud detection, and NICE computer telephony integration components. The IVR was also tied into enterprise service platforms, including Salesforce Service Cloud for case and agent routing, MuleSoft API management and Cloud hub deployment for backend orchestration, and Splunk for security and operational logging. Operational scope covered the centralized contact center and adjacent enterprise teams responsible for compliance, risk management, and field representative lead management.
Governance and rollout used agile delivery with scrum teams, demo days, and user training to accelerate adoption, with project management oversight provided through Cognizant. Application management transition and ongoing operations were managed as part of a broader digital and infrastructure portfolio, coordinating IVR, speech analytics, CTI, and API initiatives to create a unified contact center architecture.
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OneSource Virtual | Professional Services | 1000 | $200M | United States | Nice Systems | Nice CXone Interactive Voice Response | Interactive Voice Response (IVR) | 2019 | n/a |
In 2019, OneSource Virtual implemented Nice CXone Interactive Voice Response as part of a NICE CXone Feedback Management deployment to centralize Voice-of-the-Customer insights across its Workday-focused BPO employee services operations in North America. The implementation positioned the application to capture and standardize inbound IVR interactions alongside post-call feedback and email survey inputs, consolidating feedback streams for operational analysis.
Nice CXone Interactive Voice Response and the CXone Feedback Management capability were configured to deliver IVR delivered surveys and post-call surveys, and to ingest email survey responses, supporting centralized survey lifecycle management. The deployment processed and analyzed more than 15,000 IVR and email surveys, enabling structured routing of survey data into coaching and quality review workflows.
Operational coverage focused on employee services and contact center functions, with feedback data explicitly used to inform survey-driven coaching and quality assurance processes. Governance centered on a centralized VoC feedback repository and standardized survey handling, which reoriented frontline coaching and agent development workflows around unified customer and employee feedback signals.
The implementation improved the linkage between survey results and agent coaching, and helped drive measurable improvements in agent performance and retention as reported by OneSource Virtual. The deployment underscores the role of Interactive Voice Response (IVR) within CXone Feedback Management to capture real time voice feedback and to operationalize insights for contact center coaching and retention efforts.
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Oil, Gas and Chemicals | 8900 | $1.2B | United States | Nice Systems | Nice CXone Interactive Voice Response | Interactive Voice Response (IVR) | 2019 | n/a |
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Buyer Intent: Companies Evaluating Nice CXone Interactive Voice Response
- Greenberg Traurig, a United States based Professional Services organization with 5000 Employees
- Intra-Cellular Therapies Inc, a United States based Life Sciences company with 512 Employees
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